Everything you wanted to know about Voice of the Customer and feedback

To get useful feedback, you need ask right questions at the right spot. Perfectly formulated questions will be useless if asked in some random place. For example, the login page is a great place to ask how the user got to the site. But not the best to ask about UX. Before you start choosing questions, think about the goals you want to achieve with the help of feedback. And where on the your site is the best place to start a dialogue with users: * Which pages are vital for your business? * Wh

A business is a very lively structure that is constantly moving somewhere and adapting to new conditions. But some internal rules in this system remain unchanged. For example, that it is always cheaper to retain loyal customers than to attract new ones. Approximately 5-25 times. Not to mention that "saved" customers buy more often and spend more money. However, just maintaining a good relationship with users is not enough. It is important to turn this interaction into numbers and understand wha

Gamification over the past few years has become not just a trend, but an entire industry. Very expensive one. According to a study [https://www.zippia.com/advice/gamification-statistics/] from Zippia, the total volume of this market in financial terms is already about $ 12 billion. And 70% of large companies use gamification one way or another in their products. Brands like game elements not just because they're fun. There are more reasons for that. Having a good time while doing something rela

The CES or Customer Effort Score metric answers the question: "How easy was it for the client to interact with the company?". For example, to place an order, get a refund and so on. With this metric, you can understand where the user has the most difficult time, and make their path easier by eliminating this or that problem. It seems that creating this type of survey is easy: you ask a question about how easy it was for the client to get what they wanted, add a scale, and you're good to go! But

User feedback went mobile long ago and it's not only about stores. There are many ways to collect in-app feedback and get valuable insights. So let's talk about how to do it and why it's really worth it. There are all kinds of platforms for working with feedback inside the application, but even without them, a simple feedback form can help you to receive insights or error messages. The main principle is that the user gets the opportunity to write right here and now about what he cares about.

Who knows your users best? The answer is obvious: themselves. And the good news is that your customers are willing to share their thoughts and opinions. No matter what your company does, users will always be able to provide feedback that can be turned into valuable insights. One of the easiest and most common ways to get feedback is through surveys. They come in all shapes and sizes, but it's important to remember that they share a common foundation ― the right questions at the right time. Howe

The pattern of relationships between users and brands has changed a lot over the past decade. Now companies are not just selling goods and services, but are trying to provide a unique experience to the client. That includes involvement in various activities. It can be participation in loyalty programs, communication in social networks or content creation. All this can be combined under the concept of Customer Engagement (CE). Customer engagement is an ongoing development of the relationship bet

"We collected lots of feedback and did everything they asked us, but still they are unhappy!". Does this sound familiar to you? In this article we would like to talk about the most frustrating feedback-related problem: "We collected it. Now what?". It is so hard to convert customer wants into needs, but there is always a solution. So let's see what we can do about it. The Voice of the Customer concept is one of those things that seems very simple at first glance. “I'm going to get all the feedb

Online shopping is one of the best inventions of mankind. But things do not always work as they are supposed to. In this article, we will talk about five most popular UX mistakes, which we could single out thanks to user feedback. Working for several years with various e-commerce companies provided us with lots of interesting data. Together with our counterparts we collected, processed and analyzed feedback. In the meantime we also encountered numerous issues in UX. And some of them got in our

It is often hard to interpret feedback from the user unambiguously. What do they mean? Why do they ask to improve the search? Why was there a bug that made the user angry? If you link the customer's feedback with web analytics tools, it is possible to see the primary sources of problems with your own eyes. Let's imagine a person responsible for the site of a large online store. Let's make a clause right away – the techniques described in the article are suitable for almost any business sphere:

Today, it is becoming increasingly difficult for a business to grow. The consumer has never had such a choice – from toothpaste to operating systems. Never have so many things distracted our attention – social networks, a new series of Euphoria, memes. And it's elementary for creative developers to come up with new niche products now. There is an explosion of information, options, and possibilities. A satisfied customer is successful in everything In such an environment, business is under enor

The web analytics systems can lead to a deceptive feeling that you know everything about your customers and even a little more. But what do users really think? To understand this, you need to ask them the appropriate questions. How, which, and where on the site – we will tell you about it in the article. No one knows your users better than they do. So why not ask them about problems or desired features? Regardless of the site you are working on – e-commerce, SaaS, blog, magazine – user surveys

Businesses are often so keen on finding new customers that they forget about loyal users. And about the stable flow of requests not by attracting new clients but by retaining loyal customers. A typical story. We heard from an Internet marketer of one of the banks: "Everything is simple for me: I turned on advertising - customers have come, turned off – they stopped going." And this phrase is striking in its short-sightedness. We are all used to minute-by-minute decisions. Sell as much as possi

A high bounce rate on an e-commerce site is a sign that your customers are not satisfied with something. And it will affect the profit. In this article, we talk about two tools that will improve the bounce rate. What is the bounce rate in e-commerce? Bounce rate is a web analytics metric that shows the percentage of users who visited one page on the site and refused further interactions with it. Examples of failures in e-commerce can be as follows: * the user came to the page of the online

You can improve the application with the help of user feedback and, at the same time, minimize the negativity in the stores. No magic – in this article, we will tell you how to kill two birds with one stone: get insights and improve app rating. The mobile app market is one of the fastest-growing in digital. By 2026 it is expected to grow fourfold. Users are rapidly changing their digital habits, and they need tons of new applications for each one. Downloads (+45% since 2016, 218 billion in 202

The world of optimization and usability is not very hospitable. You always have to deal with abbreviations and words incomprehensible out of context. UX, UI, UCD? Are these the names of some indie-rock bands? We decided to collect a mini-dictionary of terms that will be useful on your way to customer orientation. Usability Usability is what we are here for. It is the ease of using your product or website. Good usability allows users to achieve goals without any boundaries. Read, find or buy w

CSAT surveys are used to measure the level of customer satisfaction. Sometimes — by some specific processes, be it the convenience of the page after updating, sometimes — more general, like interaction with the site as a whole. Most often, a CSAT survey looks like a rating or emoji scale. It may look easy to create this type of survey. You choose the question you are interested in and determine how many marks you need on the scale — five, ten, fewer or more. But you will need good preparation a

No one will come up with an update for a website, product, or service better than their users. So let's figure out what question to ask to benefit from feedback. No one disputes that numbers are impressive, but reviews are more useful when it's not a story about quantity but quality. When you can do something with them: changes on the site, repairs, or fixes. Before you start collecting feedback, decide on the goals. Need to understand why people are leaving the site? Increase conversion? Catc

Today we will talk about a simple axiom again. 2×2 = 4, and the difference between a successful and a failed business lies in understanding your customers. Large companies don't just listen to users – they listen to them and want to be friends. Top companies have learned to look at things through the eyes of their consumers. If you also want to get into the business pantheon, you need to start with customer orientation. Checklist: * Why do customers need you? * How can you help them? * Wha

With Net Promoter Score, you can literally calculate customer loyalty. In this article, let's discuss how NPS will help your company grow. What is NPS? Net Promoter Score is an index of customer loyalty. A metric shows a customer's attitude to your product or website and helps discover how likely they are to recommend you to their friends or relatives. NPS is measured to improve customer loyalty. It differs from many other metrics in that it learns the overall impression of a company or brand

Disclaimer: in no case do we pretend to be the ultimate truth. On the contrary, we want to discuss the popular metric. Our observations are recommendatory and based on personal experience 😋 Who doesn't know about NPS? Today it is one of the most popular metrics of customer experience. Top management adores it too. As it often happens, something popular is being transformed and adjusted to fit the specific company. It's a natural process with its pros and cons. Net Promoter Score is no excepti

We share our life hacks about analyzing thousands of user reviews painlessly. To start collecting feedback on the website is only the first step to conquering the Voice of the Customer Everest. Imagine you figured out how to do it. You understand what questions to ask and at what time. Start collecting and receive a thousand reviews on the first day. It would seem that the amount is not so terrible. But then you start reading the comments, and you realize that they are all about different thin

The only way to find out what is hiding in a person's head is to talk to him. Unless, of course, you can't read minds. Questions to clients help find out what they think, what they want, and what they need. The type of question affects what answers you get. So the first thing you need to decide is what the question should be. And they can be open-ended or closed-ended. Open-ended questions are not limited to anything, they can be answered in full detail. Closed-ended are narrowly focused, with

In the second part of the guide on loyalty metrics we have specified the indicators measuring the level of CX. We will tell you why and how to count them and what numbers to achieve. This article is part of a complete guide on loyalty metrics. Be sure to study other materials from our series: Metrics of Customer Experience Unlike the part with business metrics, we did not include the item "How to improve the metrics" in this one. All of the following metrics directly correlate with the custom

It is not difficult to ask the user about something. But to make him answer is no longer an easy task. We have collected eight ways to help you start a dialogue with customers. So the day has come – you realize that to understand why conversion is not growing, you need to ask users what they don't like. There are hundreds of tools and thousands of ways to use them for this. But they are all centered around one thing: to get great results, you need to ask the right questions at the right points

The high-quality CX trend has led many companies to try to improve customer relations. The problem is how to measure these relationships. We talk about this in a series of articles. Hi! Most likely, you are here to read about loyalty metrics. This article is just one of the two parts of our guide. Here we talk about what loyalty is, how it is related to money and how to measure relationships between customer-business using metrics. According to recent research, a loyal user is almost 5x times

Imagine you have set up feedback collection so well that you received thousands of responses. Let's find out how to avoid procrastination and turn that feedback into golden insights. We often notice that people don't understand how to work with feedback. We collected it, categorized it – and then? Read it and forget? Get scared and quit? Send every response to development? In fact, here's what's important to understand first: any feedback is a signal. There are no useless answers. They are al

In this article, we will talk about the Voice of the Customer. Let's find out how users can improve your product and what you should do to make it work. Our world consists of needs and expectations. Imagine the disappointment you experience when you go to the restaurant, and the waiter brings you the wrong dish. Or you buy a new smartphone, and it doesn't match the specifications. What would your general impression be about the restaurant or the electronics manufacturer? Digital products are