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What is your process for collecting user feedback?
Do you use ever use NPS or any other survey style?
In general, my POV is that any feedback is good feedback and that you should look for it wherever you can get it. That said, some channels are better than others. Here are the main ways I look for feedback from self-serve customers: * NPS surveys: The responses to this survey can be invaluable......Read More
This will depend on why you are collecting the feedback and what you hope to get out of it. NPS is certainly a powerful tool to get a quick and consistent read on whether your customers are satisfied with your product. However, NPS surveys are generally only a few questions. You’ll find out wha......Read More
We collect feedback in various ways. We obviously use Intercom ourselves, so we get user feedback through conversations, responses to our announcement messages and conversation ratings, for example. We also do run NPS surveys, using survey apps integrated into our Messenger. Some of our product t......Read More
(copying this question from a previous answer) At Atlassian, we use many methods for understanding customers both qualitatively and quantitatively. The most standardized, larger-scale tool we use across all of our cloud products is our Happiness Tracking Survey known as HaTS (developed by Googl......Read More
I use every resource I can to gather customer and user feedback, both internally and externally. First and foremost, I always prioritize talking directly to customers. Make time for customer conversations every month at a minimum. In addition, I leverage many of the following sources of feedback:......Read More
I love using NPS! I'm also a big fan of getting product feedback in the form of star rating, thumbs up/down, etc. Users have little patience for long surveys, so it's our job to be really strategic with WHEN we ask and HOW we ask (p.s. keep it simple!). IMO, NPS should be owned by whoever......Read More
I used to lead a Customer Insights team, so we have used all types of metrics for user feedback. There are NPS surveys, in product happiness scores, customer satisfaction, etc. I would recommend aligning with Product and other departmental functions on how the user feedback is utilized, where are......Read More
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