To give customers what they need, you need to know what they want. In this article, I share seven ways you can collect customer feedback and three tools you can use to simplify this process.
Find out how you can address client opinions to make your product usage less arcane and more enjoyable.
Seven ways to gather customer feedback on your product
Surveys: Send out customer surveys to gather clients’ thoughts on specific aspects of the offering, such as usability, features, and customer service using email, SMS, or in-app.
User testing: Have customers test the product and provide feedback on their experience, such as ease of use and overall satisfaction. This can be done in-person or remotely.
Online reviews: Monitor online review sites like Google and Yelp to see what customers say about the product. This can provide valuable insights into customer sentiment and areas for improvement.
Social media listening: Use social media listening tools to monitor product mentions on social media and gather feedback from customers.
Customer service interactions: Listen to customer service interactions to gather feedback on the product and identify pain points.
A/B testing: Conduct A/B testing to gather feedback on different product versions and identify which features customers prefer.
Referral programs: Use referral programs to incentivize customers to give feedback on the product and recommend it to others.
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How to automate your feedback-gathering process
Below you will find three tools that take the routine out of collecting the clients’ opinions on your offering.
SurveyMonkey is a survey software that will help you create, send and analyze surveys. You can choose from multiple themes and templates and use an extensive survey library. Flexible survey logic and analytics features will help you make the most of your surveys.
UserTesting will let you conduct user testing remotely and get feedback from customers. Sample worldwide and receive quick, comprehensive, and detailed opinions on your product.
Mention will allow you to monitor product mentions on social media and collect customer feedback. Track the activity of marketing campaigns and respond promptly to comments on your product.
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Final thoughts
Leveraging customer feedback is an ongoing process and should be part of a company's culture. It's essential to remember that customer feedback is only sometimes actionable but can help understand the customers' needs and pain points. In addition, it can provide insights on how to improve the product. It's also crucial to communicate the changes to the users and to thank them for their feedback. This will help to build trust and loyalty with the customer.
When you’ve learned your lessons from the feedback, there’s time to put them to practice. INSART’s solution development team is here to help if you need a hand with product improvements. Our experts will use their extensive expertise to tweak your offering and make it beat the competition. Schedule a call to talk through the details.