As SaaS companies strive to deliver exceptional user experiences, collecting and acting upon customer feedback is crucial. But what types of feedback are most effective in driving product improvement? In this article, we'll explore seven essential categories of customer feedback that can help you build a loyal user base.
Active vs Passive Feedback: Understanding the Difference
When it comes to gathering customer feedback, there are two main categories: active and passive. The difference lies in who initiates the feedback – either the company or the user. Active feedback is often collected through surveys, while passive feedback can be found on social media or online reviews.
7 Types of Customer Feedback You Need to Know
From user survey responses to social media mentions, here are seven types of customer feedback that can help you improve your app's user experience:
User Survey Responses: A Goldmine of Feedback
User surveys are a powerful way to collect active feedback. By deploying the right type of survey (onboarding, UX, customer service, or product-market fit), you can gather valuable insights from your users.
Customer Scores: Quantifying Satisfaction
In addition to qualitative feedback, you can also extract quantitative customer scores using NPS, CSAT, and CES surveys. These metrics provide a benchmark for measuring customer satisfaction and loyalty.
Online Reviews: The Power of Social Proof
Online reviews are a vital form of passive feedback that can influence buying decisions. By showcasing third-party reviews on your website, you can build trust with potential customers.
Customer Support Interactions: A Treasure Trove of Feedback
SaaS customer support interactions provide a wealth of data on customer issues and pain points. By analyzing these interactions, you can identify recurring problems and improve your product's user experience.
Customer Interviews: Uncovering Deeper Insights
While in-app surveys are efficient for collecting feedback at scale, 1-on-1 interviews are essential for extracting deeper insights from your users. Open-ended questions prompt customers to share their thoughts, helping you uncover hidden pain points.
Social Media: A Wider Net for Feedback Collection
To cast a wider net for feedback collection, venture beyond user surveys and scour social media channels. Automated tools like Google Alerts and Brand24 can notify you when potential customers mention your brand or product.
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