Wed Aug 23 2017, Marek Sotak

With our new in-app Feedback feature, you can prompt users to respond to a quick form in context. Don’t wait to ask users for feedback. Ask them right then and there. This improves your response rates and the quality of feedback.

Getting reliable user feedback is hard. Click rates on emails are already low, and when users get to the feedback survey the response rates are even lower. To help our customers get feedback quickly we’ve just launched a new Feedback feature to get you instant responses right within your application, at no additional cost.

Now you can prompt users to respond to a quick form in context. Don’t wait to ask users for feedback. Ask them right then and there.

Feedback feature popup window

When do you need to use in-app feedback? Here are a few examples.

  • Get customer reactions to a new feature release.
  • Website user feedback.
  • Evaluate a project or new service.
  • Invite members of a community voice their criticism constructively.
  • Assess the trial of a new integration.
  • Post-event survey.
  • Customer satisfaction.

When you continue the flow of feedback from members, user, or customers, it helps you improve services. This affects your bottom line, and helps keep your users happy. However, getting timely and useful feedback is a challenge.

Are you having trouble getting reliable customer feedback quickly?

An essential part of any service design is how you gather and incorporate user and customer feedback. If you want to hear how your customers feel about a particular feature or aspect of your service, the best time to ask them is right then and there.

Are these barriers to getting good feedback familiar?

Low email response rates. If you’re opting to send surveys via email, triggered by some customer behaviour, then you run the risk of being ignored completely. MailChimp’s benchmarks show that email open rates vary according to industry and are between 15-28%. Of those, how many will click on the survey link?

Low survey response rates. If you get them to the survey, Survey Gizmo reports that response rates on surveys range from 10-40%, with higher numbers coming from internal audiences.

Time of delivery. Researchers at Duke University summarised findings that response rates to emails vary with the time of delivery. When you use email, you are reliant on when the majority of people typically check their emails. This varies with your industry, audience, and timezones. You’re vying for attention when everyone else is bombarding inboxes.

Non-response bias. Large samples lead to non-response bias You may feel an urge to widen your pool to get more responses, but that number of non-responders continues to grow.

Out of context. You can embed robust surveys which cost $9-49 a month into your application, but will you be able to trigger them based on user actions? You can use free tools like Google Forms, but they won’t automatically know who the user is.

How can you improve feedback results and value?

Here are some ideas for improving your response rates and the relevance of the feedback you get.

By its nature a feedback survey form is asking users for a reaction. Therefore, the shorter your reaction time, the better the quality of the response. Using our Feedback form, you can prompt users right in the app and ask for their comments and criticism.

You may intuitively think a larger sample will yield the best results. Research shows that for statistical inference, where you gain reliable data, it’s better to have high response rates from a smaller sample. So how can you improve your response rates? Narrow down the sample.

One way to narrow down that sample size is to prompt users for feedback right when they are in the application, right after they’ve engaged with that feature. Ask them in context, and you’ll be more likely to get a response.

Oracle’s own guidelines for improving survey response rates include some excellent advice.

  • Send your survey fast, while the experience is fresh in people’s minds.
    • Now with the Feedback feature, you can launch the survey right within the application.
  • Keep questions short and clear.
    • There’s one simple question to ask, which you can use to inform your NPS score.
  • Personalize the survey.
    • With Inline Manual, you can target a segment to send your feedback form.

Here are some more ideas

  • Tell users before you survey them. “We’re excited to show you how to [gain X Benefit]! We’ll come back to you later and ask you few questions. We’d love to know what you think.”
  • Translate the survey into the user’s local language.
  • Trigger the Feedback survey to launch after some behaviour, or after a certain time.
  • Provide the Feedback survey in context, such as only when they visit certain parts of your application.
  • Prompt users with a call to action on a button rather than a text link, that gave Campaign Monitor a 127% increase on response rates.
  • Follow up could increase response rates by 58%. Contact them again after a period of time, reminding them they can still take the survey before time runs out. You can also link to the same feedback survey via email or chat to reinforce the message.
  • After the survey, follow up with those who responded. Tell them what action you are taking, or give them details about the results of the survey.

Get started with a feedback form in-app today

For details on how to add a Feedback form, check out our guide here.

The Feedback form is a flexible piece of content, just like articles and walkthroughs. You can add as many feedback forms as you need for your site, and customise the question.

Here are some ways you can use the forms:

Then review your results. You can see how people are responding to the survey - across your user base- and you can find out how individuals responded.

  • View a summary of ratings
  • View individual responses

You can add as many feedback forms as you need, and get the measure of sentiment across your user base. Whether you’re seeking feedback on a recent release or a new design, finding out what people think more quickly is ideal. By keeping the flow of feedback quick and fast, you can react rapidly and improve your users experience.

Want to get instant feedback in your app today?

Get reliable responses faster than ever right in your app, within just 14 days.

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