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.
Source: gify
Read on for the top 10 feedback management features on Usersnap’s dashboard, as well as examples of how we are using it.
How do you manage customer feedback?
Starting with the basics of what, why and how. If you already use Usersnap, skip to the next section.
Managing customer feedback is the act of understanding the feedback context to categorize and fulfill the feedback request. When there is a large amount of feedback, a systematic way of sorting it and assigning responsibilities is necessary.
Keep in mind that there are various ways to fulfill your customer feedback. It depends on the type of feedback as well as the resource and approach of your business. A bug report should be fixed asap, while a suggestion for UI would demand more research. And a very customer-centric company may want to interview every feedback giver, but a team of 2 developers receiving 2,000 tickets per day would analyze the trends before taking action.
For all the above described scenarios, you can do that on Usersnap. Not even boasting, promise. Companies have experienced up to 70% reduction in time spent on feedback management with Usersnap. You can resolve single feedback easily or track recurring topics of issues and ideas for planning your product roadmaps.
How the dashboard is organized
The dashboard is built around one list, and everything below is a control on that list rather than a separate place to visit.
Most of the work of closing the loop happens as a team effort, so the controls are shared rather than per-person.
Here’s a list of 10 feedback management functions for you and your team:
1. Filters to distill and track feedback faster
Filtering relevant feedback items can help you focus on what you need to do. You’ll likely need the same set of filters regularly, so save your filter and give it a name.
Open communication on customer needs, voice of the customer is vital to get the team thinking and solving customer pain points. And the dashboard serves that purpose. However, when you have to get to work on specific tasks, the search bar and filters help you find what you need, be organized and make tangible improvements for your customers.
2. Label and group feedback to spot trends
Prioritizing feature requests gets a whole lot easier when you literally know the count and size of customers that you will impact.
Create labels that represent features, product category or themes. Then tag your feedback, each feedback can be tagged multiple labels. And go to the statistics page and see the bar chart. You can change the date selection to compare labels of different time periods.
Another suggestion for collecting feature requests is to dig into the why. The feature is the solution, but what is the problem? Asking your customers, “What problem would that solve for you?” helps you gain perspective on their motives and goals.
3. Track your feedback from response rates
To evaluate how engaging your feedback process is, you can track the response rate and activity. This helps you and your team to measure and optimize the feedback display, feedback form context and thus help to increase feedback count.
4. Prioritize feedback with upvotes
One of the collaborative joys of feedback management is hearing about an awesome idea that makes you say wow. 👏 Give it an upvote, make it more important, and let it be prioritized to the top of your feedback list.
Upvotes can be done internally and externally. You will also be able to see who has upvoted a particular feedback item.
To collect external upvotes, go to “Share” and enable the public feedback list.
Grab that link and share it with your customers, stakeholders and colleagues that are not on the Usersnap platform. They can login by email authentication and browse feedback, vote, comment and add more feedback.
5. Replying to customers and commenting internally
You can send an email reply to any feedback directly on the dashboard. To ensure you have the feedback giver’s email, add the email collection field to your website feedback widget or use the code to fetch additional custom data.
For internal comments, you can react with a like. Or if you made a typo, you can edit or delete your own comments.
And another cool new update, you can edit external replies as well! But it’s time limited. From when you hit “Reply” you have 3 minutes to read through your comment again and decide if everything is fine. The reply email is only sent to your customers after the 3-minute buffer.
6. Project status overview
In a feedback-driven company, every department has to gather customer feedback insights. And it can be overwhelming to track who set up what project and where. The Projects overview table on the Installation page gives everyone a clear picture of the status, activation method (button or pop-up) and display URL path settings.
7. The user roles in feedback management
It’s great that every team member gets to receive customer feedback first-hand. But you may want to keep editing rights to project admins only. All team members can read, vote, comment, be assigned, and subscribe to feedback items.
8. Managing and moving feedback items between projects
This is a highly requested one from our Usersnap family! And we’re certainly glad we listened.
To label and count feedback themes across your various types of projects, you can now centralize them in one project by moving feedback items in bulk. Save time and hassle jumping between projects to consolidate feedback and learnings.
Sometimes, customers, even yourself, when you don’t drink enough coffee, send feedback to the wrong project. You can simply move them to where they belong.
9. Send feedback to the right people and place
Integrations to coordinate feedback information and data is such a time saver, in particular for project managers. If you are on an enterprise platform, webhooks are available on the Premium plan and above.
10. Topic and sentiment tagged as items arrive
Sentiment Sensor reads each item as it lands and tags it with a topic and a sentiment, so a week of submissions arrives already sorted into themes rather than as a flat list. That is what makes the trend visible without anyone grouping items by hand first.
Bonus: get more people onto the feedback management system
Making feedback matter is not a one-person job, not even for superheroes. The more people are aware of customer needs and preferences, the more your product and service will be tailored to fulfill the demand.
Usersnap offers a flexible and easy scaling option for you to add more projects and team members to the feedback platform. Projects and seats are added per unit rather than by jumping a whole tier.
Frequently asked questions
How is the Usersnap dashboard organized? Around one feedback list. Filters, labels, segments, status and assignment are controls applied to that list rather than separate places to visit, and the Insights sub-menu reports on it. That is the whole structure, so most of what looks like navigation is filtering.
How do you manage customer feedback in Usersnap? Items arrive into one list, get sorted with filters and labels, get assigned to a person, and get answered from the same screen. You can reply to the customer by email directly from the dashboard, comment internally on the same item, and move it to another project if it belongs somewhere else.
Can you reply to customers directly from the dashboard? Yes, by email, provided the item carries an email address. Add the email field to your widget or pass it as custom data to make sure it does. Internal comments sit alongside the external reply, and you can edit or delete your own comments. External replies have a short editing window after sending.
Can you filter and label feedback items? Yes. Filters narrow the list and can be saved, labels group items so recurring themes become visible, and segments let you view only the items from a particular group of users. Insights can be filtered by segment as well.
Can you prioritize feedback with upvotes? Yes, internally and externally. Sharing a project’s public board lets guests see the feedback list, track status and comment without buying them seats, and an upvote board collects votes on feature requests so you can see which ones carry weight.
What reporting does Usersnap give you? Each widget reports its own statistics in the Insights sub-menu, across time periods you choose, so you can see how volume and response rates move. Insights can also be filtered to a single segment. For deeper analysis the data is reachable through the REST API and a Power BI integration.
Can you control who edits feedback? Yes. The dashboard has two levels of user role, configured under Manage Team, so you can let everyone read, comment, vote and be assigned while keeping editing rights narrower. Project-level permissions sit on the higher plans.
Can you move feedback items between projects? Yes, across different projects and different project types. The item leaves the original project, its item number stays reserved there, and the move is recorded in the history. From list view you can move items in a bundle rather than one at a time.
How long does it take to learn the dashboard? The parts you need on day one are the list, filters, labels and assignment. Everything else, including segments, the public board, role configuration and moving items between projects, can wait until you actually hit the need for it.
Setting up a feedback system is very easy and quick with Usersnap. There are ready-to-use templates for you to start collecting feedback in minutes.
You only need to install one short global snippet, and then you can control your feedback buttons and pop-ups via the dashboard without writing code.
The first 20 feedback items are free and there is no credit card, either. So let’s get to it.
Trust what AI tells you about your customers
Most product teams have been burned by an AI summary nobody could trace back to a real customer. Usersnap scopes every AI output to the evidence actually collected in your workspace, so each insight, hypothesis and sentiment score links back to the comment that produced it.
- Open the source behind any claim, instead of guessing what the model assumed.
- Keep your data yours. Customer data is never used to train AI models, and AI features can be switched off per account.
- Stay inside the EU. GDPR compliant, hosted on AWS in Frankfurt and Ireland.
Put it against your own feedback before you commit. Start free or book a demo with our team.
