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Feedback Management

What is Product Feedback?

What is Product Feedback?

As a product owner, you’re bound to get a lot of incoming feedback. Customers will always have opinions, suggestions, and requests about the product and its features. Streamlining and analyzing incoming feedback is crucial and can be the key to the success of your product. After all, great products are not developed in isolation.

It is, therefore, essential to know what your product users are thinking and to be able to use that effectively in product development and roadmap.

In this article, we will learn what Product Feedback is and how it is beneficial for your business. We will also explore various types of product feedback and how you can collect it.

What is Product Feedback?

Product Feedback is any information, opinion, or feedback that your users share regarding their experience and satisfaction with your product.

Product Feedback can include:

  • Any appreciation that customers give for having a good experience.
  • Any problems, issues, or complaints that customers raise in the functioning of your product.
  • Any bugs that occur while using the product.
  • Reviews about the product feature that users like and feel are helpful.
  • Negative reviews about the product feature that users don’t like.
  • Any feature which the customers feel is missing and would like to see in the near future.
  • Customers’ views about the product’s price and if the product is worth the price.
  • Any special or unusual experience that your customers had with your product or service.

Product Feedback can be both solicited as well as unsolicited.

Solicited Feedback is when you reach out to the users through various means usually through different types of surveys (created with a Product Feedback Tool) like email surveys, SMS surveys, survey popups on your website, or any other channels that where customers can share feedback like feedback buttons, QR codes, unattended kiosks, etc.

Unsolicited Feedback is where customers share their feedback on other platforms like social media, review websites, and aggregator platforms like G2, Capterra, GetApp, etc. Basically, every other means than your provided options to share feedback can become a platform of unsolicited feedback, be it news, social media, or even word of mouth.

It is always better to provide solicited ways to your customers so that you get feedback directly from the customers and can work on it to improve customer experience rather than finding your name going viral with wrong reviews and negative word of mouth.

Let’s explore some more reasons to collect Product Feedback.

Why Collect Product Feedback?

To understand more about why you must collect Product Feedback, let us explore some amazing benefits of Product Feedback.

Benefits of Product Feedback

  1. Lets Customers know that their Feedback matters
  2. Build an Effective Product Roadmap
  3. Get Feedback about Existing and new Features
  4. Identify Issues and effectively Resolve them
  5. Align Product Vision with Customer Requirements
  6. Prevent Customer Churn and Improve Retention

Let’s learn more about these benefits.

1. Lets customers know that their feedback matters 

Asking for Product Feedback from the customers conveys to them that you care for them.  Taking action on it shows that they are a priority for you and that their feedback matters. This poses a good impression of your brand and helps to build long-term customer relationships. In this way, taking Product Feedback becomes an effective driver of customer loyalty and satisfaction.

2. Build an Effective Product Roadmap 

Taking customer feedback helps you get a better understanding of how customers are using your product and what use cases are they resolving. It allows customers to give you suggestions and feature requests which can be used to build an effective product roadmap with features that your actual customers are looking for. As we all know it is very important to track daily activities of your employees if you run a company or an organization. It makes easier to increase productivity.

3. Get Feedback about existing and new features

Let’s suppose you have added a new feature to your product. Is the feature easy to use? Is it easy to customize? Is it effective in helping customers achieve their goals? By taking feedback from the customers who have been engaged in the particular product feature, you can gather exact insights about their experience with the feature and get answers to all the above questions. In this way, you can know what is working and what's not working for your customers.

4. Identify issues and effectively resolve them 

Feedback and bug report forms are quick ways for customers to convey to you the issues they’re facing and you can loop in your team to resolve them effectively and in time. In this way, you improve your product to make it smoother and smarter for the users.

5. Align Product Vision with Customer Requirements

Feedback gives you a clear understanding of what customers require and how they expect your product to fulfill those requirements. When you get such clear insights, you can align your product vision with the customers’ needs and develop your product accordingly.

6. Prevent Customer Churn and Improve Retention

Product Feedback lets you know any issues that customers face while using your product and dealing with your business. Apart from product issues like bugs, or improper functioning of your product or a product feature, there may be other types of issues that you may never know without feedback. 

Bad service or support from your customer service teams and employees or any such issue is among them and can cause your customers to churn. But when you get real-time information about these issues through feedback, you can take timely actions on them and improve customer experience. In this way, you can prevent potential churn and increase overall customer retention.

Let’s explore the different types of Product Feedback.

Types of Product Feedback

1. Product Market Fit

A Product Market Fit survey is aimed to know how much your product is able to satisfy the customers in a good market and how many people are talking about your product. In this survey, you can ask the customers how your product suits them and benefits them, and primarily how would they feel if your product no longer exists in the market.

2. Free Trial Survey

Free Trial Survey is to collect feedback from your potential customers just after they have taken a free trial. In this survey, you can gauge users’ experience of signing up, setting up, and using your product during the free trial. Feedback collected from a Free Trail Survey lets you know why your free trial users convert or do not convert.

3. Onboarding Feedback

An Onboarding Survey is an interactive set of questions that you ask your customers to know how well they were introduced to the product and how well was the Onboarding process when they bought the product subscription. Onboarding Feedback helps you gain insight into your onboarding process and make the process smooth and easy for the customers.

4. Product NPS

Product NPS Survey helps you gauge customer loyalty to your product and find the Net Promoter Score. It is a short survey that includes just a couple of questions. The first question is the Ultimate Question of the NPS Survey which asks about the likeliness of the customers to refer the product to their friends and known ones on a scale of 0 to 10. The second one is the follow-up question to ask the reason behind their rating.

5. Product CSAT

Product Customer Satisfaction (CSAT) survey asks the customers to rate their satisfaction with the experience they had with the product and its features on a five-rating scale followed by a follow-up question asking the reason for their rating.

6. Product CES

Product CES surveys are used to gauge customers’ perceived efforts with the product and related services to get their work done and issues resolved. This survey not only collects feedback about your product but also regarding your support and service teams. The main question of the survey is:

To what extent do you agree or disagree with the following statement. “The company made it easy for me to resolve my issues.”?

Seven rating options are given to the customers to choose their level of agreement with the statement, viz., Strongly Agree, Agree, Somewhat Agree, Neutral, Somewhat Disagree, Disagree, and Strongly Disagree.

This question is also followed by a follow-up question asking the reason for the customers’ rating.

7. Product Strength and Weaknesses

This survey is aimed to know what customers like or dislike about the product. In the survey, you can ask about their favorite feature, the feature they disliked, and their reasons for it.

8. Feature Feedback

This survey is aimed to gauge customer satisfaction with a particular feature of your product. It is very helpful in instances where you introduce a new feature into your product and want to know whether customers like it or not.

9. Feature Request

Feature Request Survey asks the customer whether they feel any feature is missing in the product. This survey is a way for the customers to request adding a feature and an opportunity to give open-ended suggestions regarding product features.

10. Bug Report

Bug Report Survey allows customers to report a bug they encounter while using the product.

11. Product Churn

Product Churn Survey is sent to those customers who cancel the product subscription. The survey asks for feedback about the product and reasons for opting out so that you can make improvements in your products and services to prevent other customers from churning, and bring back the churning customers if possible.

12. Demo Request

Demo Request Survey asks the customers if they would like to get a demo of your product. It is also used to take details of the customers to go ahead and provide them a product demo.

13. Marketing Attribution Survey

Market Attribution Survey asks the customers where they got to know about the product. Basically, it helps to know which marketing channels are working well for you and which are not.

14. Product Review Request

Product Review Request form collect Product Feedback from the customers and simultaneously requests the happy and satisfied customers to share their product reviews on aggregator platforms. If they agree, it directly takes them directly to the appropriate web pages of the review platforms where they can share their reviews.

How to Collect Product Feedback?

Getting product feedback regularly is crucial for all teams and companies. The ideal way to get effective product feedback is to use Product Feedback Software like Zonka Feedback to easily create different surveys, show them to customers at the right times, analyze and organize feedback, gain product insights and build amazing products.

Sign up for a free trial to launch your first product survey and start getting real-time feedback from your product users. Setting up your survey on Zonka Feedback requires no technical knowledge and is extremely easy and user-friendly. Turn your user opinions and suggestions into actionable data in just a few simple steps.

Published on Sep 27, 2022. Updated on Sep 29, 2022.

Nikhil Dawer

Written by Nikhil Dawer

Sep 27, 2022

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