Product Experience is all about what your product users encounter when they interact with and use your product. Product Experience is crucial for the success of the product as users focus more on the experience they get than any other aspect of your product.
But how do you know whether your product users are happy and satisfied with the Product Experience you provide them? Will they recommend your product to someone among their friends and known ones? How long will they stay with your product and brand? The way to get answers to these questions is by gauging Product Experience by collecting feedback. Here comes the need for conducting a Product Experience Survey.
Product Experience Surveys are a great way to gauge Product Experience of the users. It is done by asking questions from the product users about how they feel about the product and their experience of using it.
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In this article, we will explore 8 reasons to conduct a Product Experience Survey and some important components a good PX survey should focus on. Let’s start by defining a Product Experience Survey.
What is a Product Experience Survey?
A Product Experience Survey is a tool that includes a questionnaire asking product users about what they feel regarding the experience with a product and its various aspects. You can send Relationship Surveys on a regular basis like monthly, quarterly, or annual surveys to track Product Experience of the users and ensure a good ongoing relationship with them.
You can also send Transactional Surveys to gauge Product Experience of the users with respect to any event or transaction like onboarding, issue resolution, usage of a particular product feature, etc.
The best way to send a Product Experience Survey is by using an effective Product Experience Tool that not only helps you create and send effective surveys to gauge PX, but also enables you to take action on feedback and close the Product Feedback Loop effectively thus increasing User Satisfaction and reducing the possibility of churn.
Let’s explore why you should conduct Product Experience Surveys.
Why to Conduct a Product Experience Survey?
It is vital to know how your product users perceive the experience they have with your product and services. Product Experience Survey is a way to collect this valuable information of Product Feedback from the product users. Let’s explore some reasons to understand this better.
Reasons to Conduct a Product Experience Survey
- To Measure User Satisfaction
- To Measure User Loyalty
- To Track Product Performance
- To Track Performance of your Teams
- To identify Bugs and Issues in the Product
- To Show that you care for Customers
- To make your Product Better
- To Understand the Market Competition better
Let’s learn more about these reasons.
1. To Measure User Satisfaction
Product Experience Survey is a great way to know how much your product users are satisfied with your product. With an effective Product Experience Survey, you can measure the satisfaction of your product users with various touchpoints and aspects of your product, and also the overall performance of the product. CSAT surveys are best fit for this purpose.
2. To Measure User Loyalty
Customer or User Loyalty is important for the success of your product. Product Experience Survey like a Net Promoter Score (NPS) Survey helps you gauge User Loyalty by asking the users about their likelihood to recommend your product to their friends and colleagues. With such surveys, you get to know your Promoters and Detractors. Then you can work in the right direction to reward loyalty of your promoters and improve Product Experience of your detractors. This will further help you to improve retention and prevent churn.
3. To Track Product Performance
All the hard work and efforts made by you and your Product Development Team goes in vain if your product fails to deliver a good performance. Product Experience Survey is an effective way to track the performance of your product. You must use these surveys so that you timely get to know if there are performance issues with the product so that you can take instant actions to improve the product performance before your product users get attracted to your competitor's products delivering better performances.
4. To Track Performance of your Teams
Product Experience Survey not only helps you track the Product Performance but also lets you track the performance of your teams and team members. You can track performance of various teams like Product Development Team by gauging the performance of your product, Customer Service Teams by asking about the experience of issue resolution and request fulfillment, and other teams regarding their respective work.
5. To Identify Bugs and Issues in the Product
Product Experience Survey helps you identify the issues and bugs that your product users face while using the product and product features. Surveys like Bug Reports are meant for this purpose. Even if an issue gets easily resolved with the help of your customer service team, it is important that you know about it and work in the direction of minimizing such issues and improving your overall product.
6. To Show that you Care for Customers
When you ask Product Feedback through Product Experience Surveys, it conveys that you care for your customers and want to ensure their satisfaction. This creates a good impression of your brand on the customers which adds to your goodwill in the marketplace.
7. To Make your Product Better
With Product Experience Surveys, you get valuable Product Feedback that you can use to improve your product. When you get to know the strengths and weaknesses of your product, you get a direction to work on to eliminate the weaknesses and ensure consistency in the strengths. This helps in the overall product improvement thus creating better versions of your product.
8. To Understand the Market Competition Better
Product Experience Surveys also helps you to understand how your product users are comparing your product with the competitor products. In this way, you get information about your competitors and work in the direction of winning in the competition.
Let’s understand these reasons more by exploring the various components of Product Experience that an ideal Product Experience Survey should focus on.
Components of Product Experience to Focus in a Product Experience Survey
- Product Design and Looks
- Product Positioning
- Price of the Product
- Purpose of the Product
- Product Performance
- Product Intuitiveness
- Issues in the product
Let’s learn more about these components.
1. Product Design and Looks
Product Design is an important component of a product that creates a considerable experience for the users because looks do matter! Ensure that the design and appearance of your product looks good and attractive, because people still judge a book by its cover. And if your book is good, why not make the cover also interesting and engaging!
So ask your product users how they feel about the design of the product. Are they satisfied with it or do they feel that it needs to be improved? Ask about their experience with the Product Design and the interface of your product.
2. Product Positioning
Ensure Positioning helps to know whether your product is rightly positioned in a competitive market or not. Ask the users how they would feel if your product no longer exists in the market. Provide personalized experiences to the users and ask them in the Product Experience Survey how much satisfied they are with those personalized experiences.
3. Price of the Product
Price is an important factor that affects Product Experience. By focusing on this aspect, you get to know how much your product users are willing to pay for your product, and how much worth they feel of your product in terms of price. Ask the users about their experience with the price of your product. Ask them if they feel the product and its various features are appropriately priced to ensure that your product is not overpriced and can withstand competition when it comes to the aspect of Product Pricing.
4. Purpose of the Product
This component focuses on whether your product is serving the basic purpose for which the users have invested in your product. No matter how much extra features you provide, your customers will be satisfied if your product is able to fulfill their core needs and requirements which the product is meant to fulfill. You can ask in the survey how well your product is able to fulfill their requirements.
5. Product Performance
Product Performance is the core of the overall Product Experience, and so it is equally important in a Product Experience Survey to focus on. Ask the users how much they are happy and satisfied with the performance of the product. There can be various attributes of performance like speed, smoothness, responsiveness depending on your product. You can ask the users to rate your product with respect to all these aspects separately and then the overall product performance.
6. Product Intuitiveness
Product Experience is affected by the intuitiveness of your product. Your product should be intuitive in order to be able to provide the users with a great product Experience. The user should be able to easily understand and learn using your product with no or minimal and reversible mistakes. So ask the customers to rate the intuitiveness of the product in the Product Experience Survey and how easy it is for your users to work with your product.
7. Issues in the Product
Issues and bugs are one of the biggest components of Product Experience. And not only the occurrence of issues, the process of resolving the issues also largely affects the Product Experience. Use the Product Experience Survey to identify the issues and bugs that occur while using the product and do your best to minimize and eliminate them.
Whenever an issue occurs and your product users have interactions with your customer success teams, send them a survey to ask them about their experience with the issue resolution process. This will help you track the performance of your customer success teams also.
Product Experience Surveys are useful to know how your product users perceive your product, its features, and performance the Complete Product Experience they receive. They help you identify issues with your product so that you can work in the right direction to eliminate them and improve your product.
To conduct Product Experience Surveys, the best way is to use an effective Product Experience Tool like Zonka Feedback that not only enables you to create and send powerful PX Surveys, but also work on the Product Feedback to improve Product Experience.
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