What You Should be Doing with Customer Feedback & Experience

Measuring Customer Experience: 7 Great Reasons To Do It!

There’s no doubt: today, news spreads faster with more virality than the time I took to write this! That is why measuring customer experience has become very important.

The advancement of technology is why most leaders emphasize website customer experience as the backbone of business success.

For any business, small or large, every customer is an asset, without which companies would have no business at all.

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How to Create Customer Feedback Systems: A Step-by-Step Guide

Have you ever received a lot of feedback but didn’t have a customer feedback system in place to manage it all?

Not only is it a mess for you, but it can also let your customers down if you don’t act on their feedback.

This is why when you’ve got a rock-solid customer feedback system in place, you’re ready to meet customer expectations.

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How Does A SaaS Product Owner vs Product Manager Actually Differ?

The scaling SaaS company often have to find out through practice what the difference is between a product owner vs product manager. Both roles are big players within an agile team (or scrum team) of a business.

For a mooning SaaS company with a medium-sized, sturdy ship in the middle of the thunderous ocean, the difference sometimes feels hazy. In the end, they are two separate roles with different goals. This is what we’re tackling in this piece. Hope you’re ready for it!

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A Positive Customer Survey for More Referrals? The Supreme Guide

How often are you as a potential customer looking for a tool to help get your job done better? What do you do to start comparing tools? Maybe you hit a quick search for that tool + search query “comparison”. Then, you read a customer survey or two and some customer reviews about the product in question.

Now put your business hat on: don’t you think your potential customers are doing the same thing for your SaaS? What can you do to get better customer feedback, and leverage that into amazing customer referrals that drive business leads and customer growth?

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Erste Group redefining digital customer experience with continuous feedback

As 76% of all bank interactions are online nowadays, create remarkable digital customer experience are not just buzzwords. It is the utmost important, revenue-correlated topic in FinTech.

Luckily for Erste Group, they’ve been focusing on customer experience since the very beginning. And today we have the honour to share their journey. In particular, how they listened to the voice of customers and turned that into features and UX improvements.

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The Importance of Feedback for SaaS Business: 9 Big Facts + 5 Proven Ways to Collect It!

Are you part of a SaaS company? You know better than anyone how challenging this can be. Especially because in critical moments, you rely on the importance of customer feedback to grow your profits.

There are a multitude of SaaS businesses springing up, as businesses continue to become more digital.

The customer problems solved by these SaaS businesses are diverse, but for sure there is competition among them. Sometimes target audiences can overlap, thus making some brands address the same persona or team.

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Feedback management: how to run it from one dashboard

Feedback management is what happens to a report after it arrives.

Most teams can collect the input. Fewer can sort it, route it and answer it without a spreadsheet in the middle, and that gap is the part customers notice. (If collecting customer feedback is still the harder problem for you, start with that post instead.)

Usersnap’s dashboard puts the sorting, routing and answering in one list, which is where the insight about customers actually comes from. We run our own product on it, so most of what follows came out of our own complaints first.

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6 Customer Feedback Survey Examples

A customer feedback survey is a short set of questions asked at one specific moment in the customer journey. Each of the six examples below answers a single question rather than many: a post-purchase CSAT email, an omni-channel NPS survey, an in-app questionnaire, a website mini pop-up, a social media form, and a product update feedback form.

If you’re still sending out one-size-fits-all feedback surveys, it’s time for a reality check. Generic questions lead to generic answers, and that means wasted time, unclear insights, and missed opportunities. Your product exists to solve a specific problem, so your customer feedback surveys should reflect that intent.

If your surveys are long and tedious, don’t be surprised when customers ghost you. They’re looking for solutions that save them time, not create more work.

That’s why we’re introducing intent-driven mini-surveys: short, targeted feedback forms that match where your users actually are. Whether you’re in discovery, validation, testing, or post-launch optimization, these surveys help you capture specific, high-signal insights, fast.

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Customer Experience Manager Vs Customer Support: Why You Need Both?

You’re probably already aware that customer experience manager and customer support are important for digital companies.

However, SaaS, software, and e-commerce companies have a slightly different, additional challenge on their hands. Your potential customers can easily research and even test-drive all of their options before purchase. Sounds like a challenge to you? Then let’s jump in.

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How to set popup triggers and display rules for customer feedback

To be more efficient in collecting customer feedback, you can use the 5Ws to assess your feedback setup – who, where, when, what, why? And you’ll be happy to realize that Usersnap’s project display rules are the answers for the who, where, and when.

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