Hooks: what hooks persuade other users to convert? When gathering customer feedback, we recommend asking questions that revolve around the following themes:ĭrivers: what drives users to your website?īarriers: what prevents some users from converting? Website feedback surveys often help you answer questions about how your customers feel, such as:Īre we getting them the information they need?Īre we making visitors feel safe on our site? What is a website feedback survey?Ī website feedback survey helps you get direct answers from the people that matter most, your users. Product reviews: companies with a large customer base can learn a lot about their customers by giving them the option to review their products on their website.
But the following can be helpful as well:ĭedicated feedback pages: some websites include feedback pages, which users usually access from the contact page.Ĭommunity feedback: forums and community feedback tools (also called ‘receptive’ feedback) provide a space where customers can flag issues and offer ideas for improvement. On-page surveys and website feedback widgets are great because they help you get visual, contextual, and in-the-moment feedback without requiring too much extra effort on your end.
A website feedback widget could make you aware of this ‘unknown unknown.’ If it never occurred to you to include an order button next to every product description, you’d never think to ask about it. You may think your product descriptions need improvement because users drop off your product page-but what if they’re leaving because they are ready to buy but can’t find the order button? While on-page surveys are great for learning more about issues you’ve already identified (the known unknowns), they’re not as good at uncovering those things you know nothing about (the unknown unknowns)-which is where the website feedback widget comes in. They can typically highlight the element(s) on the webpage they want to discuss, so there’s no confusion about what they’re addressing. Users click the button, rate their experience, and usually answer an open-ended question about how the company could improve their page. The ten methods below will help you understand your main KPIs what drives visitors to your website, what barriers prevent some users from converting, and what hooks convince the buyers to take action.Ī website feedback widget is a button that sits at the edge of a web page. Website feedback sheds light on the bigger picture. What would you do, for example, if you noticed a huge drop-off on your order page? Analytics tools can tell you what your users are doing (e.g., 70% quit before completing the order form), but only website feedback tools can tell you why this is happening (e.g., the high shipping costs are freaking them out). Why gather user feedback when you can see what people do through web analytics tools, such as Heatmaps, Session Recordings, and old-school Google Analytics?īecause you need more to understand the whole picture. Companies combine this information with web analytics to improve user experience, increase traffic, and convert more prospects into paying customers. Website feedback is information obtained directly from website users-through on-page surveys, feedback widgets, and other techniques-to help organizations understand what people think (and how they feel) about their websites and landing pages. The 7 best website feedback survey questions to askġ0 use cases for improving your website based on customer feedback
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This guide covers everything from how to ask for website feedback to building a better customer experience with what you learn. While analytics tools show you what is happening, website feedback-feedback that you collect directly on your website-tells you why it’s happening. Knowing the voice of the customer (VOC) can lead you in the right direction, no matter the problem.Ĭustomer feedback gives you a glimpse inside your users’ minds, and you can use that information to improve their experience, reduce drop-offs, and boost conversions.
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Companies and leaders who deliver outstanding experiences for their website visitors and users know something you might not: that customer feedback is the number one driver to create long-term success.
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