How do you collect customer feedback?
Sometimes I find it hard to get useful feedback from users. Simply sticking a Typeform usually results in low conversion or engagement.
How do you incentivize your users to give you actionable feedback?
Which tools do you use to achieve this?
(Full transparency, I am the founder of an in-app survey startup. Here's just my 2 cents.)
I have talked to 100+ founders who struggle with collecting user feedback. It's such a critical thing for startup success, yet few people can do it well.
If you send people an email asking for feedback, it is already a turn-off for your customers. Because imagine I'm having a dinner party with my wife and some friends, and I see your email asking me about feedback for a software, well, let's just say I'm not gonna help you out there, sorry.
IMHO the best way to collect feedback is while people are in your app, interacting with your software and the experience is still fresh. You can implement an in-app pop-up asking users to rate your app 1-5, with stars, or NPS, and ask them about their experience and get some feedback - typically the response rate is 3-7x higher than typeform style surveys.
You can totally build a pop-up yourself, but then it's not flexible when you want to change something, and you'd have to place it in various places in your code, and there's no easy way to view the data collected on a dashboard.
I've built a better in-app survey tool for startups that's clean, on-brand, and comes with pre-built dashboard and webhook integrations. It's called 1Flow.app. If interested you can visit my profile to find it.
P.S. sometimes when you can't reach users in app, there's still a better way than typeform to get much much more responses and valid feedback from users. I wrote an article about it here on IH: https://www.indiehackers.com/post/how-to-do-user-surveys-over-email-to-collect-8x-more-responses-case-study-of-flutterflow-4696058280
Hope this helps.
Kai
looks very much like the product I was searching for, I'm going to refer this to the company I'm working for.
if you don't mind me asking, who are your main competitors?
Glad to hear.
We've got an alternative-to page where you can see who our alternatives are: https://alternativeto.net/software/1flow/
We have a book a demo button on our site (1flow.app) happy to show you live. Cheers!
I think the hard part is making people take action, not finding the right tool.
My learnings is that you need to contact people directly. If you have their phone, calling them up and being super friendly, to build some bonding, and tell you need their help, is the master strategy. This only works if you need qualitative feedback of course.
If you need mass feedback from +100 users you are left with other strategies. We had a student intern at one point. She did a study of our company, and wrote a mass email about wanting answers on her study project - this worked way better than when I asked for feedback. Don't ask me why ;D - maybe the fact that people wanna help a student.
I think using effective tools may make it easy to make people take action.
I'm not looking for a replacement for contacting people directly, rather a supplement that encourages people to send feedback proactively.
Gotcha. Makes sense :)
Good point on contacting users directly. I think for smallest scale, best insights, contacting users for interviews would be best - takes time and effort, but the learning is worth it.
For medium scale (100s of users) email surveys / getting responses from users would be the best way, and then you can follow up with people who are most relevant if needed. Since they already responded previously they are more likely to provide details on things they said.
For large scale, in-app surveys work best in my experience. Of course the other two strategies also work, but they tend to be less representative of your actual user base, since only the super users who people who are very opinionated will talk to you. A lot of people who don't engage with your product at all won't respond outside of your product, which is why I chose to build a better in-app survey tool for those who really need this.
I love that you got an intern to do this and had good results! We're looking for interns to help too haha. I wrote an article recently about how email surveys can be done more effectively to collect 8x more responses from users. you can check it out here if you'd like: https://www.indiehackers.com/post/how-to-do-user-surveys-over-email-to-collect-8x-more-responses-case-study-of-flutterflow-4696058280
Morningscore seems cool btw! I'm gonna check it out :)
Makes sense. I like your product. Bookmarked it for when we need to run more surveys like that in-app. Which is soon. Looks like we are in the same price-range as well. It's a tough one to be in the 50-100 USD/mo space ;)
What are your actions towards growth?
For us it's mostly organic SoMe, Ads and SEO these days.
Growth is top of mind issue for us as well. We've been trying to do a ton of direct sales, but it's less than what we've made from a few inbound leads that turned into sales. We're going to double down on inbound (organic) as well.
What is SoMe?
Yeah direct sales is tough because unit economics often doesn't add up. It's too expensive to get customers that way when your product is below 200 USD/mo. But we had some great results in the past with it, so we might test it out more again.
SoMe = Social Media. I think I am just old school. I am pretty sure it used to be spelled like that, but maybe no more ;D
Cool learned a new (old?) word today. : )
I can help you setup in-app surveys personally if you're interested? Would be valuable to connect and learn
Here's my Calendly: https://calendly.com/kai-jiabo-feng/meet-kai-1flow
I also want to know a better way to gather feedback. I have been using Hotjar but users barely hit that Hotjar feedback button. Watching Hotjar recordings is time consuming and not that insightful for me.
Emailing the users may result in some valuable feedback though. But again some users just prefer paying over talking.
I hope my answer will be helpful to you (posted above)
Hotjar is great at one thing - heapmaps and according to many happy users of Hotjar (I read 100s of Hotjar reviews on G2), they don't use it for other purposes because it doesn't do really well.
For feedback, you'd be in better luck with a dedicated tool.
I've helped a lot of startups setup their feedback system, if you want I can hop on a quick call and give you some ideas on how to make yours better. :)
I agree with everything you said there! How do we do this?
Hey @jxuyi you can book a call with me here: https://calendly.com/kai-jiabo-feng/meet-kai-1flow
Happy to show you how to do this step by step. I'm really passionate about this topic.