Why is consumer feedback so crucial?
There is no other way to learn the users’ genuine opinions of the product in the customer-centric culture but to ask them directly.
By gathering user feedback, SaaS companies can also address some of their biggest existential concerns, such as:
Friction points in the onboarding process, significant UX and technical issues that arise when users interact with your technology, substantial threats to customer loyalty, and critical competitive advantages that cause your customers to defect in their favor are just a few examples.
Also, systematically listening to your consumers enhances the perception of your brand as one that values and respects the opinions of its customers.
According to Microsoft’s research, 77% of customers like it when businesses ask for and use their input.
How to set up the procedure for collecting client feedback
Consider the following measures for proper feedback system organization after the digital product design services.
1. Choose a few channels that are of high priority to work with
While every communication channel has its place when tackling a specific task or difficulty, choosing a few essential sources is more practical and handier for everyday use.
2. Determine which communication methods are most successful with your target audience
For instance, you might discover that most of your target audience is from the Z Generation and is rarely prepared to go above and beyond. It is wiser to use social media or live conversations to gain their opinion as they won’t deal with lengthy surveys or mailings.
3. Identify the customer journey stages where feedback is most appropriate.
Give your product team the task of preventing the introduction of new points of friction that would confuse a user in the middle of a crucial operation.
4. Utilize built-in analytics to process input.
While specific data must be directly examined with the human eye, most user attitude trends follow recognized and recurrent patterns. Hence, systems like Google Analytics can capture the structured essence of your users’ beliefs, desires, and actions on your website and in open settings like social media.
5. Get input from users inside and outside the platform.
Monitor your customers’ actions on social media and independent review websites and interact with them on the platform and through your official company channels.
6. Consider carefully which in-app tool format is ideal for your offering.
For instance, quick one-sentence questions or ratings are practical for ending a working session or completing a task. Pop-up windows can help test new functionality or suggest changes. Popups that appear when users interact with your app should never take up the entire screen to maintain them user-friendly.
7. Take qualitative vs. quantitative facts into account
While qualitative data is essential for identifying the underlying reasons for these patterns and determining the most effective ways to address them, quantitative feedback is ideal for identifying general trends in user demands, preferences, and issues. So, they must find a suitable spot in your consumer feedback approach.