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Frank Sondors

How do you gather user feedback? 🤔

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It's important to gather user feedback about your product systematically, so do you go about it? We use canny.io where we want users to file requests and then upvote. This is our long-term strategy. Then we would look at that + analyze conversations we had with prospects over video calls & webchat to prioritize our product roadmap in Trello. What's your system for gathering feedback?

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Gloria Russell
I rely on a mix of quantitative and qualitative methods. A/B testing, usage analytics, and surveys are my go-to. But don't underestimate direct communication - emails, chats, interviews.
Vlad Zivkovic
I mostly talk to my users on the video call, but I work in service industry, it's different than SaaS.
Frank Sondors
@vladimir_zivkovic so how does it differ?
Vlad Zivkovic
@profy17 I actually need to have call with my customer in order to sell service, while for SaaS product is bought online without even knowing who made it.
John Carmichael
We use Google forms to collect feedback. Within our product, Liffery, we added a public channel "Your ideas for Liffery" where people add their own feature requests and add their votes to others with our swipe to like feature we called the "Decision Maker"; this results in a Decision Score we use to help us decide what to build next... as this is on the user platform it doesn't cost anything too which is a bonus. Within the Google form, participants are leaving their contact details for a 1 on 1 chat. currently about 40% of the participants opt in for this which has been great.
Frank Sondors
@john_carmichael I am personally off put by Google forms even though I used to work for Google. I'm def biased, but it feels to me personally a bit old school, but if it works, it works! :) I love the set up you have. Will discuss with my co-founders more on this.
Lydia Wang
Sometimes I search on social media and see all kinds of feedback.
Interviewing on video meetings mostly for now.
@profy17 that's great but I guess these interviews should be ongoing, cause we need to get feedback constantly + we need to get feedback from different potential ICPs of your product.
Frank Sondors
@serhii_uspenskyi I agree especially if you have bigger deal sizes, but in our case deal sizes are small and hence we need a more scalable / less human-intensive way of acquiring systematically feedback. Feedback is good if you're acquiring new intel, but if you're not getting any incremental valuable feedback, this is a good moment to pause.
Oscar Mairey
I completely agree that collecting user feedback systematically is essential to the success of any product. I appreciate your current strategy - it's a solid approach. Here's how I personally handle gathering user feedback: 1) I believe in opening as many channels as possible for users to provide their feedback. This includes emails, social media, in-app surveys, and direct customer interviews. Multiple options increases the likelihood that a customer will share their thoughts. 2) I put a significant emphasis on one-on-one user interviews because they often provide deep insights that you can't get from a form or a chat. It's crucial to ask open-ended questions to understand their motivations, pain points, and how they perceive the value of your product. 3) I use Google Forms to periodically send out surveys. These are great for getting quantitative data and identifying trends among a larger user base. It's crucial to have a system in place for reviewing feedback !
Tyler Mumford
@cesarioo How do you identify which users want to have a one-on-one interview? Do you send out an email to everyone asking if they're willing, or try to identify the most likely/interesting users, or something else?
Vladimir Malyavko
Canny.io sounds interesting gonna check it, thank you!
Co Con
Using frill.co. Users can create & vote different features to be built. I also use posthog.com to replay user's sessions my site - it's similar thinking like a heat map but it allows you to see each individual user's journey if you wish to.
Tyler Mumford
@sneakycocoon "Users can create & vote different features to be built." At what point would you say this practice is valuable? Does it help even when you only have a handful of users, or does it only start to get interesting once you have many users?
Co Con
@tylermumford i’ll say i never launch without one. My latest app only have about 400 users so far but i manage to connect to one hard core users because i have this public roadmap. He saw it and was interested to offer feedbacks on why my plan wouldn’t work (which is a great signal to learn early on imho) This conversation then led to me learning a whole deal about how the ota travel industry works.
Fabian Maume
I was using FeedBear at QApop. It worked well.
Nuno Reis
At the start it's all about talking to first customers. Same for prospects. Eventually you do want a feedback loop in the product. I'd say implement a suggestions box asap as it is quite easy to do. Those of course work the best with mass usage, but it may be good to get you to talk to even one or two users.
Charlie Mack
At PrintForge, I'm trying to establish a user driven development model. Most of the potential users I have found and spoken to have come from Discord. I want to break into Reddit as well, so I am starting to regularly post from a new account in communities relevant to my brand. I'm thinking of building a Reddit/Instagram bot as well so that I can scrape the relevant communities and posts for various keywords and collect the links inside a google sheets so I can go and reach out to them myself. We are a new ecommerce site, so when we hopefully get some sales, I will send out an incentivised short surveys to get feedback. Finally, utilising email lists gathered from blog posts -> yet to get a single one aha Love your website by the way - great design.
Frank Sondors
@charlie_mack great input. Been using sucessfully F5bot.com for Reddit listening. Looking into Reddit DM automation tool.
Stephen Walker
I've had good results with surveys and user interviews. Direct chats, like Intercom, also works wonders for real-time feedback.
Melisa Jayne
One on one conversation with our users
Qualtrics, Typeform, and Airtable are great for surveys!
Savannah Scott
Qualtrics, Typeform, and Airtable are top choices for surveys due to their user-friendly interfaces and robust features.
Daniel Zaitzow
Launching soon!
For macro data: Surveys with rewards (gift cards etc) For Micro more intimate date: One-on-one conversations via Video chat/phone - Typically this is for hyper engaged users or those who didn't convert / churned
Julien Fayad
I've setup Hotjar and it has a feature to display a feedback form. It doesn't provide a public listing of previous feedbacks with a voting possibility like canny.io seems to do. Might be time for a change :-) Thanks for sharing
Anan Niamul
You can go with survery! Surveys are a great way to collect quantitative feedback from a large number of users. You can use surveys to ask users about their overall satisfaction with your product, their thoughts on specific features, or their suggestions for improvement.
Andrew James
I work in the service industry, which is not the same as SaaS.
Igor Lysenko
You can implement reviews about the product itself and it will look good. Collecting, I think, is necessary when they have already used the product, and through the opportunity to leave a review.