Category: Customer Feedback & Experience

Why is customer feedback important? How to improve customer satisfaction? What can be measured beyond NPS? There’s an ocean of questions, and here’s your treasure chest.

The Top 9 Ways To Avoid Acquiescence Bias in Online Surveys

Are you a user researcher supporting a digital product through its development lifecycle? Do you sometimes miss the in-person context when gathering insights? Maybe you’re relying on digital tools to collect feedback from users across different stages — from discovery to post-launch.

If so, you’re probably aware of how survey bias (like acquiescence bias) can creep in and skew the feedback you rely on for key product decisions.

That’s where a system like Usersnap comes in — helping you capture contextual, in-the-moment feedback at every stage of the PDLC, so you’re not just collecting data — you’re building understanding.

Continue Reading “The Top 9 Ways To Avoid Acquiescence Bias in Online Surveys” →

How to Create Google Forms Conditional Questions (and When to Use Alternatives)

PMs, have you ever struggled with creating complex surveys for User Acceptance Testing (UAT) or product discovery using Google Forms?

While its simplicity and integration with Google Workspace are convenient, its limitations in handling sophisticated conditional logic can hinder effective feedback management, especially when dealing with a complicated form.

For instance, applying conditional logic to specific questions based on user responses is challenging, making it difficult to add conditional logic and create dynamic and relevant surveys.

Continue Reading “How to Create Google Forms Conditional Questions (and When to Use Alternatives)” →

How to Write a Good User Story: Examples & Using Feedback

The origin of user stories can be traced back to the late 1990s when they were introduced as part of the Extreme Programming (XP) methodology to bridge the gap between customers and development teams. In the context of agile framework user stories, they fit into the larger scope of the Agile framework for project management and product development by decomposing large business requirements into user personas. This aids agile teams in achieving requirements iteratively.

Continue Reading “How to Write a Good User Story: Examples & Using Feedback” →

Best 11 Feedback Management Tools: Comparison

Gathering and analyzing customer feedback is important for product managers and Chief Product Officers (CPOs) aiming to enhance their products and services.

In today’s competitive market, choosing the right feedback management tool for specific business needs can provide actionable insights by analyzing customer feedback data to derive meaningful and practical strategies.

Continue Reading “Best 11 Feedback Management Tools: Comparison” →

10 Examples of Website Feedback Button

Designing a website feedback button isn’t just about aesthetics—it’s about seamless integration into the Product Development Lifecycle (PDLC). The challenge? Creating a button that’s visible yet unobtrusive, intuitive yet actionable.

Collecting real-time customer feedback is critical for continuous product improvement. But without the right approach, it can feel scattered and overwhelming. How do you ensure feedback is structured, actionable, and drives meaningful change?

The solution lies in well-designed feedback buttons and tools that make capturing insights effortless. From NPS surveys and mobile-optimized widgets to visual feedback buttons, the right approach ensures user feedback is collected, analyzed, and integrated into every stage of the PDLC.

In this blog, we’ll explore ten feedback button examples that can enhance user engagement, streamline product discovery, and improve decision-making.

This blog will explore ten feedback button examples to inspire your next design.

Continue Reading “10 Examples of Website Feedback Button” →

SaaS Churn: Best Guide & How To Count It

Grab your salted caramel iced mocha—we’re about to turn you into the churn hero your SaaS company didn’t know it needed.

Let’s rewind to 2020. Our monthly SaaS churn rate hit a painful 6.22%—over double our internal benchmark. Not great, especially when you’re aiming for product-led growth, where delivering consistent user value is the name of the game.

Instead of reacting randomly, we zoomed out and looked at churn through a PDLC lens. That meant treating churn not just as a support or success issue, but as a product problem. We pulled together product managers, data analysts, and customer success leads, embedding churn analysis and feedback loops directly into our development cycles.

The result? We dropped churn to 4.26%.

But then—cue dramatic music—COVID-19 hit. Our roadmap shifted, user behavior changed, and despite our progress, SaaS churn crept back up to 6.12% by June 30, 2021. Our north star was still 3%, and we knew we couldn’t chase that number with surface-level fixes.

So we doubled down. We aligned every stage of the PDLC—discovery, prioritization, shipping, and feedback—with one mission: reducing churn sustainably.

We’ll walk you through exactly how we did it, what worked (and what didn’t), and how you can integrate churn-reducing strategies right into your PDLC to build a stickier, healthier SaaS product.

Continue Reading “SaaS Churn: Best Guide & How To Count It” →