Satisfying your customers in terms of web design should be your top priority. If your customers can’t checkout properly and face issues while selecting products, they’ll decide not to shop from you again.
They’ll also share their disappointment with their family, friends, and other close people. Just imagine if a customer with a bad shopping experience will tell around 15 people. This means you can lose up to 15 potential customers.
Customer feedback matters the most for making growth strategies for successful brands. These metrics let you know the performance of your brand or services. It sometimes gives valuable information you can improve your services further.
Let’s discuss the suggestions and customer feedback tools to gather valuable insights.
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10 Ways To Collect Website Feedback
Let’s discuss creative ways to collect website design feedback from your consumers to improve their performance.
A survey is one of the most effective ways to collect feedback. Website feedback surveys are highly targeted, personalized, and focused. You can conduct surveys in various ways, such as emojis, popups, single questions, rating scales, etc.
The survey category can be further divided into subcategories. You can conduct different surveys considering the specific time frame from different customer segments on a website, app, or product. Here are the types of surveys:
A. NPS Survey
It is one of the most common ways to collect customer feedback. In NPS, you ask the customer to rate their experience of your website or product on a scale of 0-10.
The NPS helps identify the respondents as promoters with scores of 9-10, passive (scores of 7-8), and detractors (scores of 0-6). The uses include:
- NPS tells you about long-term customers and their experience with the brand.
- You can segment the website visitors for personalizing their experience and then retargeting them.
- After visitor segmentation, reach them so they can let you know their issues and promote the products.
B. Post-Purchase Survey
Another excellent way to collect customer feedback is after they complete their shopping. Post-purchase surveys help you give insight into the customer shopping experience and uncover issues.
Also, it helps you optimize the purchase process; if the customer is satisfied while shopping, it means a higher conversion rate, minimum cart abandonment, and an excellent shopping experience. The uses include:
- Display the survey right after the customer completes shopping on your app or website.
- Send them a survey link and ask them to rate their shopping experience.
- A personalized checkout process will allow customers to ask for improvements.
- Add some follow-up questions to get some insights.
C. Exit-Intent Survey
Sometimes customers come to your website, scroll the website and then leave. Or the customer lands on your page, adds to the cart, and then goes without making any purchase.
You can lose potential customers, so you must understand what’s going wrong and make them leave. Here exit-intent survey comes to rescue you.
It reduces the bounce rate and increases conversion by informing you about UI issues, analyzing forms, and mitigating cart and form abandonment issues. You can use it to:
- Display a survey when the customer is just leaving.
- Ask consumers whether they found what they were expecting.
- Send a survey link via email or SMS to those who have abandoned the cart to figure out why. Give them discount coupons so they return and make purchases.
2. Feedback Button
It is the easiest way to collect consumer feedback because:
- You can embed website feedback widgets or buttons on any website.
- It is visible to customers.
- It also contains a psychological effect that prompts consumers to leave a comment concerning their purchasing experience.
- By adding a feedback widget, you can contact consumers to share their experiences, run a survey, gather CSAT scores, and add a text question for gathering insights about UX experience.
Emails are also a great way to collect consumer feedback. You can set a delivery system that triggers when users meet a specific condition, whether a successful purchase or a new bundle.
Emails aren’t only a means for collecting feedback but are also essential for the customer-seller relationship. You can use them to:
- Write follow-up emails to ask for experience.
- After purchase, send a satisfaction or NPS survey.
- When customers contact any department or support services to solve their queries, send them rating emails.
Moreover, please keep sending your customers transactional emails to keep them updated about order status and others. It is an essential aspect of providing an excellent user experience.
4. Live Chat Feature
According to research, around 42% of customers preferred live chat to any other support option. Live chat became an essential component of any web design. It provides real-time customer support and collects real-time user feedback.
As a preferred communication channel, live chat software has become accessible, inexpensive, and easily incorporated into your website. The uses include:
- Utilize Ai-technology during unresponsive hours to offer 24×7 support.
- Chatbots help collects customer information to reach out to them in the future.
- Ask for consumer info before starting the chat to retarget them. It can be through mail, SMS, and call, even if the conversation is not active.
- Displayed an automatic form to the customers for adding feedback after the chat to collect the experience feedback.
5. Social Media
Social media is now integral to user activity, feedback, recommendations, reviews, and complaints. They proactively act as feedback options for customers around the globe.
According to SproutSocial, around 36% of consumers share their bad shopping experiences with the support services of the company on social media.
People also share their shopping experiences, whether good or bad. If consumers talk about your product or services on social media channels, you must take them seriously. You can use it to:
- Analyze your social media platforms to understand happy and frustrated customers.
- Keep them updated about new support services, features, upgrades, etc., to get their reactions.
- Read comments and reply to them to get analyze the scenario.
- Use comments or run polls to get in touch with your loyal customers.
6. Offer Incentives
Filling out numerous forms and then sharing feedback requires time. Not most consumers want to invest their time filling out forms, so you need to try a different way to engage customers to share feedback: incentives in return.
An easy way to improve the response rate of customers is to incentivize the respondent. You can try discount coupons, a free shipping option, personalized reports based on the responses, eBooks, guides, etc.
The customers will use the incentive to get some returns, so they’ll provide valuable reviews.
7. Run Usability Tests
You can conduct usability tests to test the website or product functionality by analyzing original user interaction.
Running this test will inform you about UI and UX issues. These tests can be of various kinds, including a first click test, 5-second test, after-scenario question, etc., for collecting feedback about your website, whether it is easy or not.
Also, it quickly uncovers bugs, navigation issues, and other issues that lead to lousy experiences.
8. Customer Interviews
Getting in touch with customers helps in several perspectives. For example, it indicates that you value the opinions of customers. In other words, it provides detailed insights into their concerns, fears, and issues about your services or products.
You can ask consumers more personalized and focused questions than surveys and other mediums. Asking these questions will give a feeling of being valued to your customers.
However, the drawback of the interview process is; they are time-consuming. It requires more effort and time to perform interviews and gather feedback, making it a more comprehensive approach.
9. Use Session Replays
Session replay is a journey of customer mapping techniques that will let you know how your consumers use websites, the path they are utilizing for completing actions, the most interacted parts on the website, and the behavior on the page.
Session replays analyze the user’s journey and offer real-time data on visitors’ issues, navigation experience, and the latest opportunities.
10. Use Ratings And Testimonials
Customer reviews act as potential conversion agents for new consumers. According to research, around 92% of customers read one or more reviews before purchasing.
In their research results snippet, Google also shows products and website reviews to help consumers find what they are searching for. You can use them for:
- Testimonials add more credibility to your business.
- Rating and reviews tell you about the success stories of customers who attain their goals while using your site.
- It also allows potential customers to provide feedback after they’ve used the products.
- It makes it accessible for new customers to decide about purchasing your products.
- It would help if you gathered customer reviews, testimonials, and ratings to improve conversions.
Examples of The Best Customer Feedback Forms
Here are a few examples of the form types you can try on your web page to gather customer feedback. Once you can collect enough data, you can design the forms.
1. Customer Satisfaction Form
CSAT survey helps you measure your customer’s satisfaction level with your product, services, or website.
2. CES Survey Form
The CES score measures the level of effort the customer put in to resolve their issue. It also lets you know how hard or easy it was for buyers to utilize the product or website.
3. “Was It Helpful” Form
You can embed this form into the knowledge base or blog pages to get data from customers and readers. It’ll help you to find the missing areas and other problems to improve the web content.
4. Product Feedback Form
Product feedback is another important form to optimize the product after gathering user data. It gives you an insight into how your product performs with the customer’s needs.
5. Website Questionnaire
The best website survey questions allow you to have real-time insights, create user personas, and segmenting the visitors based on location and other factors using a single form.
6. Follow UP Survey Form
You can use the follow-up survey to sync up with those consumers who recently purchased your product or CS services.
They help gather transactional feedback, understand the areas that need improvement, and provide an effortless customer experience.
Best Website User Feedback Tools
- JustFeedback: Collect user feedback with our easy to use survey tools! Track NPS, CSAT & CES in seconds making it easy to collect and analyse feedback data. Then use that data to improve your users experience.
- Marker.io: It is a website feedback form perfect for QA testing and client feedback. Offering integrations and robust project management tools such as Jira, GitHub, ClickUp, Trello, and more.
- Hotjar: Hotjar helps understand the behavior of customers on your site. They offer numerous tools that you can use to achieve your goal. All devices come with integration that rapidly sends feedback over to your developers.
- Qualaroo: Qualaroo tool surveys particular users in context while they browse numerous sites on your website. You can get detailed data, including where they are, who they are, and much more. Also, send them tailored feedback forms after the customer completes his journey.
- Zonka Feedback: It can be set in every possible way on your website to capture real-time feedback from visitors. It also helps with instant alerts, in-depth analytics, and website feedback management.
- UserVoice: It is a website feedback tool to aggregate and collect user feedback into one centralized easy-to-direct portal. Analyze top suggestions for product improvement, filter feedback by account and user segments, and determine user excitement for upcoming features.
Word-of-mouth dramatically impacts your business because the consumer will share only when his experience is either too good or extremely poor.
Customer feedback is essential for you to keep yourself updated, and by using their valuable feedback, change your website or services accordingly. Using the right strategy and tools, you’ll be on your way to building lifetime relations with customers.