Tag: customer feedback

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.

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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.

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Skip Logic & Conditional Surveys

Skip logic isn’t just a smart survey feature—it’s a game-changer for how you gather customer feedback across the Product Development Lifecycle (PDLC). By using branching logic to guide respondents through relevant questions (and skip the ones that don’t apply), you create a smoother experience for your customers and gain cleaner, more actionable data in return.

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Customer Feedback Guide: Top Collection & Growth Strategies

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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31 Best Website Feedback Tools in 2025

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? Managing feedback through all these channels is barely possible. But here’s the good news.

We will help you to choose a website feedback tool and set up your design & feedback workflow to make feedback from colleagues and customers actionable and manageable again.

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Closed-Ended Questions: Types and Examples

Learning about better understanding your customers’ needs is sometimes like being a 1-person paddle boat upstream.

Particularly when you need the right tools or questions, it’s a lot of effort to understand them, much less to execute what you can learn.

When you need to get a large amount of data quickly and easily, one of the best approaches to gathering customer feedback data is using closed-ended questions.

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Best 13 Feedback Form Examples and Templates [2025 Update]

Which feedback form is the most effective for collecting actionable insights from customers and users?

For years, we asked this question without a clear answer. When we first started, we noticed a major problem—only ~3% of users responded to our long survey forms. Sound familiar?

The reality is, feedback isn’t just about collecting opinions—it’s about integrating insights into your Product Development Lifecycle (PDLC). If your feedback forms aren’t engaging, structured, and easy to act on, they don’t drive real change.

So, how do you design a feedback form that works—one that users actually fill out and one that feeds directly into product decisions? Let’s dive into the best approaches, examples, and templates to help you capture feedback that fuels better products.

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What is Customer Effort Score (CES)? How to Use It & 12 Questions

Customers don’t just want great products—they want effortless experiences.

💡 Imagine visiting a website where navigation is a nightmare. Or a checkout process that feels like a marathon. Frustrating, right?

The truth is, reducing effort matters more than delighting customers. Research shows that companies that make interactions quick and hassle-free drive more loyalty than those focused only on improving the overall experience.

This is where Customer Effort Score (CES) surveys become essential. By measuring friction points at every stage of the Product Development Lifecycle (PDLC), businesses can eliminate roadblocks before they impact retention and conversion rates.

🚀 Usersnap’s CES survey templates help you collect real-time feedback and ensure every interaction is as smooth as possible. If you’d like to see an example of a ready-made CES survey, come and use our CES survey template right away.

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