Trusting your gut can only get your business so far — knowing what your customers really want and need is what will ensure you succeed.
A product feedback survey can provide these valuable customer insights. In addition, when performed on a regular basis, such surveys can help you build a roadmap for making customer-requested enhancements.
A side benefit of making a product feedback survey an integral part of your marketing plan? When done right, it can engender customer loyalty. That’s because the survey gives you an opportunity to thank your customers for their business — and their ideas.
Getting ideas and even complaints straight from your customers eliminates guesswork for your product management and user experience (UX) teams, so it’s important to get a representative sample. If you haven’t had luck getting enough survey responses, try incentivizing with a digital reward. Response rates will go up, and you’ll improve the quality and quantity of your feedback.
To help you make the most out of a product feedback survey program, though, that feedback needs to be collected at several steps along the customer journey. Here are three times you should send surveys and what you need to ask when you do.
This is your opportunity to establish that you’re the kind of company that values customer opinions. Sending a product feedback survey right off the bat also primes your customers to expect to receive surveys in the future.
It’s always a good idea to check in with your customers, especially if they’ve been with you for a while. Not only can you pick their brains about new features or product improvements, you can use the survey as an opportunity to build brand loyalty and get insights to help inform your product roadmap.
In today’s automated world, it’s easier than ever for customers to click away their relationship with you. Be sure to include language addressing how much you’re sorry to see them go.
Here, your product feedback survey should have two goals: to figure out why they left and if their reason for leaving means you need to make some changes to prevent other customers from jumping ship.
There’s no doubt about it. Regular feedback from your customers can help you develop and deliver products that keep them coming back for years to come. Best of all, it’s easier than ever to send surveys to your customers, thanks to integrations between email, analytics, and rewards platforms.
Collecting customer feedback is only the first step. Check out these seven steps you should take once you have the data you need.