Your ultimate guide to customer feedback: the revenue driver for 84% of digital companies.

There are two reactions to receiving customer feedback: “yippie!” or “ouch…” And while we can’t guarantee you 100% positive feedback, we do have some proven strategies and tactics to help you join that 84% of digital companies that prioritized working on customer experience and recorded an increase in revenue.

So how do you get customer feedback and accelerate growth? There are a lot of details, so let’s give you a quick outline so you can navigate as you please.

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Creating a Winning Product and User Feedback Policy: The Importance, Components, and a Step-by-Step Guide

A well-executed product and user feedback policy (PUFP) is a critical aspect of any successful business strategy. This policy outlines the steps taken to effectively gather, manage, and communicate feedback from customers in a manner that promotes trust, accountability, and a deep understanding of the needs and desires of the user base. 

A strong PUFP is integral to improving products and services, fostering a sense of engagement and appreciation among customers, and driving growth and innovation. In this comprehensive guide, we delve into the critical components of a robust PUFP, providing guidance and a comprehensive template to help businesses craft an effective feedback program that maximizes customer engagement and drives continued success.

Why You Need a Product and User Feedback Policy

product user feedback policy

Everyone knows the process

A PUFP ensures that your team and customers know what to expect when submitting feedback. Customers often feel that their feedback gets lost and never reappears. A PUFP sets clear expectations and helps to create a better experience for customers. By outlining the process for feedback collection, management, and communication, your customers will know what to expect and will be more likely to provide feedback.

Creates accountability

Collaboratively creating a PUFP by involving all relevant teams will create accountability for handling customer feedback. This leads to happier customers, who understand what’s happening when they submit an issue or feature request. Your customers will appreciate the transparency and will have faith that their feedback is being taken seriously. When customers feel heard and valued, they are more likely to continue to do business with your company.

Building customer loyalty is a long and delicate process, however, it’s much easier to lose them – according to one study by Accenture 52% of consumers switched financial, retail or cable providers within a 1 year period due to poor customer service.

Companies have lost sight of the importance of human interaction and often make it too difficult for consumers to get the right level of help and service that they need

Robert Wollan, senior managing director, Advanced Customer Strategy, Accenture Strategy

Serves as a Service Level Agreement (SLA)

A PUFP serves as an SLA for customer feedback. Your organization can measure if they are progressing with excellence or if there are metrics to improve. You can track your progress and make improvements as needed by setting specific goals and metrics for feedback management. This will help you to continuously improve your products and services and provide a better customer experience.

Helps to Improve Customer Retention

When customers feel heard and valued, they are more likely to continue to do business with your company. A PUFP helps to build trust with your customers and ensures that their feedback is being taken seriously. They will know what to expect when they submit an issue, whether by using a feedback collection tool, instant messenger, or phone, and will know how soon and what kind of solution they can expect. This will help to improve customer retention and increase the lifetime value of your customers.

Small changes can make a difference. One study found that 11% of churn can be avoided by simply reaching out to customers after they have had a negative experience. This is a simple policy that you can add to your PUFP which can be regularly implemented as follow up to negative feedback.

A PUFP Helps to Identify Opportunities for Improvement

By collecting, managing, and analyzing customer feedback, you can identify opportunities for improvement. There are two types of processes that companies often use in order to sustain growth and the ongoing development of their products: the product development life cycle, and the listen, learn, improve & evaluate framework. Both approaches place a high value on incorporating customer feedback in product and development decisions.

Making sure your PUFP is a part of your company culture and approach will help you to continuously improve your products and services and provide a better customer experience.

What You Should Include in Your PUFP

Feedback form with gold medal on it

1: Define your approach to feedback

  • Explain why feedback is important for your company and what it will be used for.
  • Outline the benefits for users of your product and the outcomes that you hope to achieve.

2: Expectations of customers

  • Explain what customers can expect when submitting feedback.
  • Outline the process for handling and communicating feedback.

3: Define the general process

  • Explain where and how customers can submit their feedback (e.g. widgets, email, phone)
  • Describe what will happen with feedback items in each feedback channel.
  • Identify who is responsible for watching the process and who reviews open feedback items.

4: Communication

  • Explain how customers can track the status of a feedback submission.
  • Outline how communication with customers will be handled once an issue has been resolved.

5: Metrics and goals

  • Set specific goals and metrics for feedback management.
  • Outline how progress will be tracked and measured.

Product and User Feedback Policy Template

Creating a PUFP from scratch can be a daunting task, so we’ve provided a template to help you get started. The template includes all of the important elements that should be included in your PUFP, such as an introduction, a section on why feedback is important, and a section on the expectations of customers.

It also includes sections on the general process, communication, metrics and goals, and responsibilities. Remember, this is just a sample template. It’s a great starting point, however, you should take the time to tailor it to the needs of your company and customers.

Having a great PUFP in place is a great basis for how you will collect, respond to, and approach your customer feedback. But, that’s just half of the challenge. To make sure you hear the voice of your users you need a tool to collect and transmit what they’re saying. Usersnap is a great platform to collect feedback online from your customers, users, or team. By integrating seamlessly with your website, you can trigger it to ask for feedback based on events, or add the option to report a bug or submit a feature request.

Wrapping up the PUFP

A product and user feedback policy is an essential document for any business that wants to improve its products and services. It outlines the process for collecting, managing, and communicating feedback from users of your product, and ensures that everyone knows the process. A PUFP creates accountability for handling customer feedback, serves as an SLA for customer feedback, and helps to improve customer retention. By collecting and analyzing customer feedback, you can identify opportunities for improvement and provide a better customer experience. We hope that this article has provided you with the information you need to create your own PUFP and that the provided template will be helpful.

Customer Support Tools Breakdown in 2023: Which One Fits Your SaaS Tool Stack?

When you’re searching for customer support tools, you want to make sure that it ticks all the boxes your team requires. After all, customer support interactions can be some of the most memorable opportunities to impress a user in need of assistance. So, congratulations! You’re off to a good start by researching the available options.

Customers often hope to interact with a company on multiple levels – email, phone, chat, and social media. Each method requires different tools to achieve the desired outcome. To be successful, you need to equip your support staff with the right customer support tools to deliver superior customer service. 

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The Only Comparison List of Best Customer Feedback Tools You Need

Did you know that 73% of consumers state that customer experience is a crucial factor for determining whether to do business with a company or not? Additionally, 84% of companies that actively work on improving the customer experience using customer feedback tools see increased revenue as a result of their efforts.

This is where a customer feedback tool can help.

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The Product Development Life Cycle – How Companies Stay Ahead of the Curve by Listening to Customers

Every product goes through stages. Like in the Odyssey, there’s a beginning, a middle, and in most cases, an end. However, for products, these stages are related to understanding the problem that you want to solve, how you can approach it, what can be improved and how to stay relevant. We call it the product development life cycle. Knowing where you are, and where you’re going is crucial to setting and achieving goals. It will help you plan and collaborate with your product team.

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Website Feedback Tool: A New Way to Stress-Free Customer Feedback

Working on new design drafts and website prototypes takes a lot of patience and knowledge. When you consider the feedback part of the process it takes even longer. This is why you need a website feedback tool at your side to get you across the finish line.

Email threads, Slack chats, phone calls, and meetings – that’s how the feedback is collected and managed. Well, managed? I guess managing feedback through all these channels is barely possible. But here’s the good news.

We are going to show you how to set up your design & feedback workflow for making feedback from colleagues and customers actionable and manageable again.

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Close-Ended Questions – How to Get Quality Insights for Your Customer Feedback

Learning about your customers’ needs is sometimes like being a 1-person paddle boat upstream. Particularly when you don’t have the right tools or questions, it’s a lot of effort just to understand them, much less to execute on what you can learn. When you need to get a large amount of data quickly and easily, one of the best approaches to gather customer feedback data is using closed-ended questions. They’re a great way to conduct survey research effectively with a large audience, and help to avoid tiring your customers.

In this article we’ll explain the difference between close-ended & open-ended questions, and we’ve compiled the ultimate list of sample questions.

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HubSpot Integrations: How to Power Up Your CRM As a SaaS!

You want to be competitive within your SaaS industry, no doubt. In order to accomplish this though, you have to level up your customer data platform like Hubspot. Using HubSpot integrations enriches the data and information you have about your customers, and can help you grow your SaaS business massively.

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How To Capture Video From Websites And Leverage It For Your SaaS Business

If you’re searching for a tool to capture video from website to improve your support process, then most likely this is how your users typically send a question/complaint:

They find your “support@email” and write something vague, like: “My page loads funny and slow.”

You ask for more details; they reply back a few days. After 3 or 4 back-and-forths, the culprit turns out to be nothing more than the customer’s buggy add-on.

Next you create an issue on Jira for a developer. And finally, you record a Loom video to demonstrate the solution for the customer.

Gosh, there’s got to be a better way to simplify customer feedback and support … and there is! Usersnap allows your customers to capture videos as bug reports or feedback directly on your website or web application. Show tech issues by screen recording and voice feedback, instead of writing inaccurate explanations.

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17 extremely useful Chrome extensions for developers

A couple of months ago, we reviewed the new Firefox browser designed for developers. Since then most of our developers kept Google Chrome as their primary browser. Working with Chrome offers access to an immense repository of Chrome extensions and tools which make our daily tasks less of a chore. With the built-in developer tools, there seems to be no further need for more tools. However, I’d like to present you with 17 of the best Google Chrome extensions for developers.

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SaaS growth in 2022: Why tracking competitive advantage will NOT yield marketing leadership

Competitive analysis of current market offerings absolutely helps your SaaS company. However it isn’t the only thing, and perhaps a quite overrated approach to achieving SaaS growth. Not only is tracking the competition daunting, it doesn’t ensure the product chiseled and shaped will be used by YOUR user base. 

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