What is the Best Way to Collect User Feedback?


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What is the Best Way to Collect User Feedback?

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What is the Best Way to Collect User Feedback?

Discovering the most effective methods for gathering user feedback can be a game-changer for any business. We reached out to a variety of founders and CEOs to bring you a comprehensive list of strategies. From the straightforward approach of calling clients to the nuanced technique of deploying surveys for diverse feedback, here are the top twenty insights to help you connect with your users.

  • Call Clients for Balanced Feedback
  • Embed Nonintrusive Feedback Modules
  • Personalize User Feedback Requests
  • Implement Live-Chat for Instant Insights
  • Incorporate Feedback into Support Tickets
  • Create a Beta-Testing User Group
  • Employ Sentiment Analysis for Feedback
  • Analyze User Journey with Analytics
  • Optimize Experience with A/B Testing
  • Gather Instant Feedback via Social Media
  • Conduct In-Depth VoC Interviews
  • Place Surveys on Engaging Content
  • Offer Free Consultations for Feedback
  • Form Customer Advisory Boards for Insights
  • Collect Verbal Feedback via IVR System
  • Reward Users for Constructive Feedback
  • Incentivize Feedback with Gift Cards
  • Build a Comprehensive Feedback System
  • Gather Live Insights During Webinars
  • Deploy Surveys for Diverse User Feedback

Call Clients for Balanced Feedback

When we started, whenever we found any client making a successful deal, we would personally call them and ask about their feedback. I believe you don’t only have to gather feedback from clients who didn’t like your service; you also have to gather feedback from clients who especially liked your service. This way, you won’t feel demotivated, but you’ll know where you’re going. Also, you will know your strengths, which can help you further with bringing in more clients. You can ask the same clients about what to improve. Since they really liked your service, they will give honest feedback. But please don’t ignore the clients who are not happy with your service. Make sure to take their feedback and apply it as well.

Brad FilliponiBrad Filliponi
Co-Founder, BoxBrownie.com

Embed Nonintrusive Feedback Modules

Rapid product iteration fueled by user perspectives gives us an immense competitive advantage, but questioning customers risks disrupting their workflows—the very problem we aim to ease.

So, HelpMonks takes an embedded listening approach. Our open-text feedback module floats nonintrusively across all platform pages, rather than redirecting to formal survey walls. This allows for contextual commentary—from minor UX gripes on a specific inbox page to accountability feature expansion ideas while sales reporting. We also have a new ‘feedback’ button that lets you draw on the screen and record a video of your screen and send it to us directly.

Our product team then synthesizes major themes and implements scaled solutions with regular customer change logs. This threaded insight stream means HelpMonks actually iterates with customers, not just at them.

Nitai AventaggiatoNitai Aventaggiato
Founder & CEO, Helpmonks

Personalize User Feedback Requests

To really get valuable feedback, we’ve learned it’s all about making our users feel special and heard. Simply put, no one wants to give feedback if it feels like they’re just another number to us. So, we’ve taken a more personal approach, especially during our support chats. We make sure to ask for feedback that’s directly related to their specific issue or experience, making it clear how much their input means to us and the difference it can make.

But we don’t stop there. We also follow up with emails that do more than just ask for their thoughts; we share updates on how their suggestions have been brought to life. It’s our way of showing we’re not just collecting feedback for the sake of it; we’re actively listening and making changes based on what they tell us.

Erman KupluErman Kuplu
CEO, Analyzify

Implement Live-Chat for Instant Insights

The most effective method I’ve found for gathering customer feedback was when I implemented a live-chat widget across my entire website. Now, visitors can message me directly when they have questions and receive a response immediately. If I cannot reply immediately, the live chat automatically asks the person to leave their email so I can get back to them afterward. I’ve gained so much insight into my customers through these back-and-forth chats that I’ve reshaped my business and the sales process on my website multiple times. It’s an invaluable tool that keeps me one step ahead of my competitors.

Scott SiddersScott Sidders
Co-Founder and CEO, Scott & Yanling Media Inc.

Incorporate Feedback into Support Tickets

An effective method we’ve found for gathering user feedback is to incorporate it directly into our support-ticket process. Simply asking users for their input as they engage with our support team allows us to capture valuable insights in the moment, making the feedback more relevant and actionable.

Justin SilvermanJustin Silverman
Founder & CEO, Merchynt

Create a Beta-Testing User Group

An effective method we’ve used at Spectup for gathering user feedback involves creating a closed beta-testing group before launching new features or products. This group consists of a diverse mix of our existing users, from power users to more casual ones, ensuring we receive a wide range of insights. We provide these beta testers with early access to new offerings and set up dedicated channels for them to share their experiences, such as through specialized forums or direct feedback forms. This approach not only allows us to gather detailed, actionable feedback but also helps in building a community of engaged users who feel valued and heard. The key to success here is not just collecting feedback but also actively responding to it, showing users that their input directly influences the product development process.

Niclas SchlopsnaNiclas Schlopsna
Managing Consultant and CEO, spectup

Employ Sentiment Analysis for Feedback

I’ve started using sentiment analysis on customer feedback collected through various channels, including social media, emails, and reviews. This AI-driven method allows us to categorize feedback into positive, negative, or neutral sentiments at scale. By identifying trends and shifts in sentiment, we can quickly address areas causing dissatisfaction or further leverage aspects that customers love. This approach has streamlined our feedback analysis process, making it easier to prioritize actions based on customer sentiment.

Hardy DesaiHardy Desai
Founder, Supple Digital

Analyze User Journey with Analytics

An effective method is to analyze the entire user journey. This approach leverages analytics tools to track and understand user behavior, identifying how they interact with your product. By examining actions, problem areas, and popular features, we gain direct insights into user needs and preferences.

Tools like heat maps further reveal engagement hotspots, allowing us to proactively refine our product. This strategy not only uncovers indirect feedback but also guides us in enhancing the user experience.

Tobias LiebschTobias Liebsch
Co-Founder, Fintalent.io

Optimize Experience with A/B Testing

Conducting A/B testing across our digital assets has been a critical method for understanding user preferences and optimizing their experience. By testing different versions of our web pages, features, and user flows, we can make evidence-based decisions that significantly improve user engagement and satisfaction.

This method allows us to experiment with new ideas in a controlled manner, ensuring that only the most effective changes are implemented. The insights gained from A/B testing have been invaluable in refining our digital strategy, leading to higher conversion rates and a more enjoyable user experience.

Phil StrazzullaPhil Strazzulla
Founder, SelectSoftware Reviews

Gather Instant Feedback via Social Media

Using social media stories is a really great way to instantly and effectively gather feedback. On platforms like Instagram, for example, you have the opportunity to create polls to gather community interest and also ask specific questions. This format is often more successful than other forms of quantifying feedback because you get instant results. It’s easy for the user to participate, and you can make it anonymous to increase engagement.

I find this to be majorly effective, especially if you’re in a time crunch or need to gather numbers quickly. It can help you to understand the level of community interest before releasing anything, which is also a great way to understand the needs of your audience without having to create a formal feedback initiative.

Meghan FreedMeghan Freed
Managing Co-Partner, Freed Marcroft

Conduct In-Depth VoC Interviews

An effective method for gathering user feedback in the B2B sector is through structured Voice of the Customer (VoC) programs. This approach commonly employs in-depth interviews, surveys, and feedback sessions with key stakeholders from the client side.

Engaging directly with decision-makers and end-users provides unique and valuable insights into their expectations, personal experiences, and, if there are any, identified gaps in the product offerings. Qualitative data that VoC programs yield may be paired accordingly with quantitative metrics to gain a full and comprehensive perspective of customer satisfaction, as well as areas for improvement.

Tristan HarrisTristan Harris
Demand Generation Senior Marketing Manager, Thrive Digital Marketing Agency

Place Surveys on Engaging Content

One highly effective method we’ve tried is online surveys strategically placed at the end of our articles and guides. These surveys invite readers to share their thoughts on content usefulness, clarity, and what they’d like to see more of in terms of deer hunting tips, gear recommendations, and personal experiences. What sets this approach apart is its accessibility. It’s right where our readers are engaged, making the feedback loop seamless and integrated into their reading experience. By valuing and acting on our readers’ insights, we’ve cultivated a stronger, more informed deer hunting community. This method has helped us gauge content impact and tailor our future content creation to better serve our community’s needs.

John VanderlaanJohn Vanderlaan
Founder, Deer Hunting Guide

Offer Free Consultations for Feedback

As a life coach, an effective method for gathering user feedback is to offer something valuable for free, like an extra one-hour consultation, in exchange for their honest insights. This approach shows my appreciation for their time and opinions while reinforcing my commitment to their growth and satisfaction. During that last session, besides the coaching, I encourage them to share about their experiences and areas they feel could be improved. This gives clients the opportunity to express their thoughts in an open environment, providing me with valuable feedback that can be used to refine my coaching approach and services.

Bayu PrihanditoBayu Prihandito
Founder, Psychology Consultant, Life Coach for Men, Life Architekture

Form Customer Advisory Boards for Insights

Before implementing CABs, we were struggling to understand why our sales were declining in age groups of 0-3 years. Through discussions with our CAB members, we found that parents were looking for more sustainable and eco-friendly clothing options for their children. With this newfound understanding, we reshaped our product line to include organic and ethically-sourced materials, resulting in a significant increase in sales by 67% within those age groups, which was really surprising for all of us.

The CABs have also provided a platform for us to test new product ideas and receive early feedback. With the involvement of our customers in the decision-making process, we have been able to understand and meet customers’ exact needs clearly and even build good relations with them. I highly recommend implementing CABs or similar feedback mechanisms to any business looking to enhance their understanding of their target audience and drive growth.

Nikhil SoniNikhil Soni
Founder, The Tribe Kids

Collect Verbal Feedback via IVR System

I’ve implemented an interactive voice response (IVR) system for gathering feedback from customers over the phone. This method is particularly effective for our less tech-savvy users who prefer speaking to typing. The IVR system prompts callers with specific questions about their experience and records their verbal responses.

Analyzing these responses has provided us with rich qualitative feedback, allowing us to address concerns that may not be captured through digital channels. This approach ensures inclusivity in our feedback collection process and helps us cater to the entire spectrum of our customer base.

Jeremy Scott FosterJeremy Scott Foster
Founder, TravelFreak

Reward Users for Constructive Feedback

Introducing a rewards program for users who provide constructive feedback has greatly incentivized our community to share valuable insights. Users earn points or badges for their contributions, which can be redeemed for benefits within our service ecosystem. This approach not only increases the volume of feedback we receive but also encourages high-quality, detailed submissions. The program has been instrumental in deepening our understanding of user needs and preferences, driving improvements that have a tangible impact on user satisfaction and engagement.

Michael DonovanMichael Donovan
Co-Founder, Niche Twins

Incentivize Feedback with Gift Cards

One effective way to gather user feedback is to incentivize users to give you their feedback. In many cases, people simply do not see the upside in providing feedback to a company. This could include feedback in the form of a survey or even a Google review. For many people, the incentive needs to be there for them to do this, and so by providing a small gift card or a discount on future services, one can incentivize others to provide more detailed feedback on the company’s product or service and create raving fans for life. In our business, if we cannot get a Google review and some feedback from a client, we will often incentivize them with a gift card in exchange for their time and their honest feedback. I find that this is a very effective method, as the individual only needs to spend a few minutes to give feedback, and they can get a gift card for a place that they love.

Sebastian JaniaSebastian Jania
Owner, Manitoba Property Buyers

Build a Comprehensive Feedback System

As you would have guessed, there is no silver bullet when it comes to gathering user feedback. Every company or product values different types of information regarding product feedback. However, a smart way to do that does exist. I believe that is building a data system where you’ll collect user feedback from all possible channels and platforms. Concentrating only on comments that people leave on Google Play and the App Store won’t show you the full picture. So, I recommend collecting information that users are willing to share publicly from all over the place: on app marketplaces, review websites such as Trustpilot, inside the app, from the customer support team, during one-on-one meetings with users, on product social media, and even the company’s spokespersons’ social media. That is precisely how we have been gathering user feedback at Promova. Remember that different types of people use various platforms to express their opinions. Someone who provides feedback only in emojis inside the app will likely not agree to jump on an hour-long call. Nonetheless, you need to know both types of feedback to develop your product to meet users’ needs.

Andrew SkrypnykAndrew Skrypnyk
CEO and Co-Founder, Promova

Gather Live Insights During Webinars

We utilize interactive webinars as a platform to gather user feedback in a live setting. During these sessions, we present upcoming features or discuss areas of improvement, encouraging participants to share their thoughts through polls, Q&A sessions, and live chats.

This direct interaction not only provides us with immediate feedback but also strengthens our community by involving users in the development process. Following each webinar, we compile and analyze the feedback to inform our services roadmap. This method has proven to be highly engaging and effective in gathering detailed user insights.

David CiccarelliDavid Ciccarelli
CEO, Lake

Deploy Surveys for Diverse User Feedback

Surveys stand out as our most effective tool for gathering user feedback. We create and distribute surveys filled with targeted questions that examine user experiences and preferences. Our user feedback surveys feature a mix of multiple-choice questions, rating scales, and open-ended queries to capture a wide array of insights. In order to receive concise analysis, DCatalog has implemented NPS surveys within our Customer Dashboard, enabling quick and measurable responses. Additionally, by implementing feedback widgets and chatbots on our platform, we discovered that we drastically increased user participation in our surveys.

Michael RavivMichael Raviv
CEO, DCatalog

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