Asking feedback from your customers is essential to know their issues and serve them the right way to satisfy them. Feedback uncovers what your customers' insights and your get valuable information about what they think about the experience of your products, services and the overall experience they had with your brand.
Asking SaaS Feedback conveys that you care for customers and their viewpoint about your product. Whereas, not asking for feedback can result in churn of dissatisfied customers, and that too with unknown reasons.
What is the ideal way of asking feedback from your customers? You can use an effective survey software for this purpose and easily create and send feedback surveys to your customers. But at the same time, you must make sure that this process doesn’t become overwhelming for your customers.
So we are here to help you with some effective tips and tricks to ask for feedback from your customers in the right way and collect valuable Customer Feedback easily. Let’s get started!
How to Ask for SaaS Feedback?
When we talk about how to ask for Customer Feedback, we need to take care of three things.
- Asking Feedback the Right Way
- Asking Feedback at the Right Time
- Asking Feedback at the Right Place
Let’s explore some useful tips to ensure you follow the right path to collect SaaS Feedback.
Asking Feedback the Right Way
1. Be Grateful to the Potential Respondents
You are requesting your product users to share an information that is valuable for you. Remember that they are not bound to do so. It is for your interest that they share feedback. After all, Customer Feedback is important for your success. So never sound indifferent. Rather, use a requesting tone and show gratitude to your product users for sharing this valuable information.
Try to persuade your customers that the feedback they are giving will ultimately benefit them in some way. You can use a message like this for the purpose.
We’d be grateful to you if you could spare a moment to share your valuable feedback with us. It will help us to make our product better for you and serve you in a better way.
2. Keep the Survey Short and Simple
Nobody wants to spend much time on filling out lengthy surveys. So make sure your surveys are short and simple so that your customers can quickly and easily fill them out. It should not be a lengthy task for them which they keep aside and wait for free time to fill it. You can use metric surveys like NPS, CES, and CSAT for this purpose which are couple-question surveys with a simple rating scale asking to rate your product.
Also, avoid using industry-related jargons which are difficult to understand for the product users. This may result in low and inaccurate survey responses. Use simple words and sentences that your customers can easily understand and respond quickly without any confusion.
3. Always include Open-Ended Question/Space
Although closed-ended questions are best in terms of saving customers’ time and making it easy for the customers to respond. However, there may be some feelings about your product and the customers’ overall experiences which they want to share with you. For this, always provide an open space to help them vent out their feelings and share their open-ended feedback.
Include an open-ended question in your survey or provide a space for additional comments or suggestions to the customers. Also, do read those comments and respond to them. This will make them feel listened to and valued.
4. Don’t ask Leading Questions
Avoid asking questions that lead towards a specific answer. This can make your survey biased and hamper the customers from sharing their true emotions. Let’s understand this with an example.
How amazing you find our product on a rating scale of 1 to 5?
In this question, you are leading your customers to tell you that your product was amazing anyhow. However, you should ask them how your product was. The right question would be:
How would you rate your experience with our product on a scale of 1 to 5 where 1 means ‘Poor’ and 5 means ‘Awesome’.
5. Personalize your Message
Personalization is a great element that contributes to the success of the surveys and motivates the audience to respond.
Researches suggest that around 90% of the US customers find personalization appealing.
So rather than sending a generic survey email, make it personal.
You can use simple methods like using the first name of the customers and their company names in the message inviting them to take the survey. You can also use their product usage history and send surveys accordingly.
Asking Feedback at the Right Time
1. Avoid Oversending Surveys
Control the frequency of sending surveys to your customer if you want them to take your survey seriously. Oversurvyeing the customers will ultimately lead to low results only. With an effective Product Feedback Tool like Zonka Feedback, you can easily control the survey frequency.
With features like Survey Throttling, you can set and limit the frequency of monthly surveys, quarterly surveys and annual surveys.
2. Give time to your customers to experience your Product
Don’t overwhelm your customers by starting sending surveys the moment they buy a subscription to your product. Wait for the right time and ask for feedback at the right touchpoint. Although, you can use surveys like Free Trial Surveys and Onboarding Surveys just after free trial and onboarding processes. However, giving time to use the product is necessary to collect accurate feedback about the product experience your customers have.
Even for a Free Trial Feedback Survey, you have to wait for two to three days for the customers to use the product in the free trial, and then ask them for Free Trial Feedback. Similarly, you need to give enough time for the customers to get good experience of your product and then share accurate feedback.
3. Let Customers Share Feedback any time
Next way is to give enough opportunities to the customers to let them share feedback in their own time. Do not just be limited to sending survey emails and SMSes, but also allow customers to share feedback through other means like website, in-product, and social media.
When customers want to share a feedback or complaint, they should not be bound to wait for your survey email or SMS. Rather, it is better to give them 24 hours available options for the same.
4. Ask for Feedback at the Right Touchpoints
Asking for feedback at the right touchpoint is crucial for the success of your surveys as well as the success of your product. Try collecting feedback at every touchpoint of the customer journey like Free Trial, Onboarding, a week after Product usage, after a ticket closure or issue resolution.
These surveys help you collect feedback regarding all touchpoints and let you know where your product is perfect and where it lacks. Moreover, this lets you know customers’ concerns at the right time and resolve them before it gets too late.
5. Take care of Day and Time
When we talk about asking for feedback at the right time, we cannot ignore the importance of the right time and day for sending feedback surveys. When sending transactional surveys, you have no option other than sending the surveys just after a transaction. But avoid sending regular surveys on Fridays, Mondays, and Weekends.
In our view, the right time to send surveys is mid weekdays like Tuesdays, Wednesdays, and Thursdays. On these days, chances of your survey getting responded are more than other days. Don’t ask for feedback early in the morning or late at night. Choose a comfortable time like afternoon or evening for sending surveys.
Asking Feedback at the Right Place
1. Be Omnipresent on various Survey Channels
Don’t restrict yourself to one survey channel to ask for feedback. Rather, be omnipresent on channels like websites and social media. You can also try various methods like SMS surveys and email surveys to ask for feedback.
2. Collect In-product Feedback
What can be a better place than your product to ask for feedback! In-product Surveys are a great way to collect Product Feedback. These surveys are presented to your customers while they are using your product, so that they can easily share feedback without needing to make any extra effort of checking their email or SMS and opening feedback through them.
3. Use Feedback Buttons and Slide Outs at the right place
In-Product Feedback and Website Feedback can be captured with the help of Feedback Buttons and Slide Outs into your product and website. But it is important to ensure that you place them right. They should be easily visible to the customers and at the same time do not block the view of your website content and product features.
You can apply the feedback buttons and slide outs at the side of your web pages where the customers can view them and use them with a single click to share feedback.
Collecting Customer Feedback is necessary to make your product successful, and it is equally important to ask for feedback at the right time, right place, and in the right way.
With effective Product Feedback Software like Zonka Feedback, you can easily create feedback surveys, and share them with your product users through multiple channels. The tool lets you create effective surveys for various touchpoints and aspects of your product, and also close the Product Feedback Loop by taking the right action on feedback at the right time.
It also offers a free trial. You can try it for free for 7 days and see how it works for your product.