All the tips you need to get the best feedback on your products and features.
Sometimes you don't need to prepare for product feedback. At times, it just comes in the form of support tickets or reviews on sites like G2 | Crowd or Capterra. But, when you're preparing for a product feedback session it's definitely a good idea to get your mind right. This page will act as your resource for all the tips and tricks we have to generate a great product feedback session with potential (or current) users.
How do know you when to start collecting product feedback?
In short, the time is now. It's never too soon to gather replies from your customers. Whether you're building a new feature for existing clients or coming up with an entirely new platform it's never too soon to begin the product feedback cycles. Starting now means you can leverage your existing teams or put in processes to gather feedback as you build the product. But what teams should you start with? Great question!
Customer Support Feedback
For existing teams or larger organizations, often times your customer support staff is the first line of defense when it comes to collecting and sorting through the feedback from your most active (and most pissed off) users.
Side note here, it's important to always remember that your most pissed off customer is also your best resource. If they're willing to complain, they're passionate enough to save the product. Leverage these users and respond promptly.
Your customer support team is interfacing with customers day in and day out. You should give them the tools (keep reading for examples of tools) and the guidance on collecting and navigating the complex world of product feedback. If you're an organization looking to empower your customer support team, here are some awesome questions you can implement into their day-to-day conversations:
- How did you hear about us?
- What problem is our product solving for your organization/team?
- What do you like most about our product?
- What do you like least about our product?
- What's the one thing we should never stop doing?
- Why did you select [insert your company here] over other competitors?
- Do our competitors do something better than us? If so, what?
- (NPS) How likely are you to recommend us to your colleagues? (scale from 1 to 10)
- What is the most recent way we have exceeded your expectations?
- What is the most recent way we've missed the mark on your expectations?
- Do you have any questions for us?
- What did you Google when searching for a service/product like ours?
- Do you have any feedback on our features or products you'd like to provide?
Starting with some pretty open-ended questions is a great way to get a conversation going. You'd be surprised how willing people are to provide feedback.
A Sample Product Feedback Survey
Here is a simple survey you can put together to collect feedback on an existing product or feature.
- What do you like most about [insert product/feature here]?
- What changes would improve [insert product/feature here]?
- What do you like most about competing products?
- What should these competing products improve?
- What would make you more likely to use [insert product/feature here]?
- How would you feel if [insert product/feature here] no longer existed?
- Does price influence your decision to use [insert product/feature here]?
- Overall, how satisfied are you with [insert product/feature here]?
While this type of survey can be difficult to execute via email, you might find more success with tools to streamline the collection of product feedback questions.
Software for Product Feedback
Tools like Zendesk, Qualaroo, SurveyMonkey, Google Forms, and Intercom are just a few examples of how software has been helping teams gather feedback on their products and features. The ProductFeedback.io team found a great resource on ProductHunt.com. If you're interested in a list of tools, click here.
Sometimes product feedback is referred to as "market research". Market research isn't that difficult to execute on either. Tools like Google Surveys (different from Google Forms) and Mfour's Surveys On The Go app (available on Android and iOS devices) make collecting Market Research easier than ever before. There are even ways to collect data from mobile users today.
Market research is expensive, which means sometimes you have to justify the cost. Speaking of cost, what about pricing research? Just a quick tip here, product pricing research can be done with a great company called Price Intelligently (great name huh?).
Get the User Into the Right Mindset (slide deck)
We've conducted a lot of product feedback surveys here at ProductFeedback.io. One of the most important things to conducting a great product feedback session is getting the user in the right frame of mind. Despite all the scheduling and advanced prep for the session, it's pretty much guaranteed that your user won't be 100% focused on the session. It's your job to get them in the zone.
Here's a sample deck from the archives of ProductFeedback.io community member and co-founder Mike Rizzo.
Public Resources for Product Feedback
There is no shortage of websites where customers can review your products and services today. Among the most popular are sites like G2 | Crowd, Capterra, and Software Advice. These sites are great for companies to have a public-facing profile that's both great for product discovery and referencing in a sales cycle.
Create a "HERO GROUP"
The Hero Group is your users who love your product and are enthusiastic about giving feedback. Heroes should be quick to hop on a call to outline bug reproduction steps, and invaluable when getting feedback on power-user feature improvements. Offering users a spot on your Hero Group gives you an outlet to get feedback even faster in the future. Collect their phone number and text them when you need quick thoughts, or put them in a group email address to have your designer email in-progress designs. The Hero Group isn't a replacement for all user research, but it can increase the speed at which feedback can be received.
Note: This idea originated in this blog post.
Automated Emails for User Research
Whether you're using a tool like Intercom or HubSpot or Mailchimp, there are many ways to automate user research and product feedback requests. The best way to automate the process is by triggering an email campaign after the user has completed an action. For example, you could invite a user to provide feedback on your product/feature three days after they signup. Or, another example would be triggering a chat widget to appear after they've logged into the app 3 days in a row.
Stay tuned for more.. we'll continue adding more Product Feedback advice to this page as time progresses. In the meantime, please let us know if you have any suggestions for this page or tips of your own!