What is your process for collecting user feedback?

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 for product feedback, general customer sentiment, and areas of friction or confusion. I use the positive responses to identify customers we can ask to give us a positive review on sites like G2. Negative NP ...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 Google). Our research teams sends out weekly emails to employees who subscribe that give the overall customer satisfaction score and short clips of customer feedback such as what customers find frustrating abou ...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 what’s not working, but you may not get enough detail on how you should fix it.   In this case, I recommend following up on your NPS findings with an in-depth quantitative survey and qualitative interviews t ...Read More

There are a lot of great ways to collect user feedback: Focus Groups --> any time you can get a small handful of users (either individually or together) to give some of their time for an extended conversation, take advantage of it! This model works really well when you've got a meaty topic/workflow/problem to work through where you really want to get into the details and opinions. Usage Data --> usage data is great because all users vote with their actions. Getting access to how users are ...Read More

Pursue a lot of different ways to collect user feedback that are both quantitative and qualitative. Conduct feedback on a schedule - win/loss analysis monthly, weekly NPS roundups, quarterly CAB sessions Conduct feedback ad hoc - seek to understand a certain dynamic or segment through a one off quant survey Cultivate your own personal user board of prospects and customers who will tell you the truth (not just what they think you may want to hear which is one issue I sometimes see with CABs) to g ...Read More

There are so many ways to collect user feedback these days. Between product surveys, customer interviews, and user testing there are many different tools to wield. It's not always easy to use them all, let alone find the time to do so. As a product marketer, you're also not always across each of those channels, but my best advice is you should do what you can to synthesize their input when building your product strategy with an eye on extracting the specific feedback you and your product needs. ...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 you collecting it, and when are you collecting it. This is because I worked very closely with UX Research teams and studies have shown user feedback based on where (ie in product vs random request out o ...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 team recently recorded this podcast about how user feedback informs what we build, which may be of interest! We also have an amazing research team at Intercom, who will do research interviews, concept tes ...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: Outreach to target audience about general needs (not product specific) Customer support tickets NPS and in-product surveys Comments from the sales team Regular check-ins with the support team Direct out ...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 is responsible for retention optimization. Usually this falls into growth or product. Otherwise, you'll have division between NPS collection ownership and execution.  Then, you can utilize data from NPS respo ...Read More