Have you ever purchased a product or used a service that left you feeling unsatisfied or disappointed? Perhaps you encountered a glitch in the software, or the product didn’t live up to its promised features. Whatever the issue, it’s essential for companies to gather feedback from their customers in order to continuously improve and deliver a better user experience. This is where writing effective product feedback questions becomes pivotal. By asking the right questions, companies can gain valuable insights into what their customers want and need, identify areas for improvement, and ultimately provide a better product.
In this blog post, we’ll explore the different types of product feedback questions, best practices for conducting feedback surveys, and how to analyse and utilise feedback data to make meaningful improvements. Let’s get started!
Need a quick overview or want to skip ahead to a certain section? Here’s what you will learn in this post:
- Why is it important to collect product feedback?
- How can product feedback improve your product?
- Types and examples of product feedback questions
- Best practices for product feedback surveys
- Analysing product feedback data
The importance of gathering product feedback
As a UX designer, Product Manager, Developer or Customer Success manager, nothing is more important than delivering an amazing experience. And now that you created a product, or you’ve become responsible, and you pushed it live for everyone to use, you’re at the crossroads of improving. But where to start? And how?
Sure you have your built-in trackers, heat mapping software and other bulk-data collectors running on the website or in your app, but does that tell you everything? Does it give you the ‘why’ behind the data? Not likely… which means you will need another solution to give you the ‘why’.
It can be really frustrating to see users drop off, strange bugs appear or not see the results you were hoping for from your product or the latest release. Hence the need to gather product feedback!
Find out how NCSA builds better products with user feedback
In this story, NCSA explains why nothing can replace capturing feedback from a user actively engaged with your product.
Product feedback will provide you with insights on:
- Customer needs
- Identifying bugs and issues
- Improving user experience
- Enhancing product innovation
How can product feedback improve your product?
Overall, collecting customer feedback is essential for continuously improving and evolving your digital product to meet the changing needs of your customers and stay ahead of the competition.
Understanding customer needs
Product feedback can provide valuable insights into the needs and expectations of your target audience. By gathering feedback from your users, you can gain a better understanding of what features or functionalities are most important to them, and where there may be areas for improvement.
Identifying bugs and issues
Feedback from customers can help identify bugs or issues that may be affecting the performance or functionality of your digital product. By addressing these issues promptly, you can improve the user experience and prevent negative feedback or reviews.
Improving user experience
Gathering feedback can help you identify pain points or frustrations that users may be experiencing with your digital product. By addressing these issues and making changes to improve the user experience, you can increase customer satisfaction and retention.
Enhancing product innovation
Feedback from customers can also provide insights into new features or functionalities that they would like to see added to your digital product. By incorporating these suggestions into your product roadmap, you can enhance innovation and stay ahead of the competition.
Types and examples of product feedback questions
There are several types of product feedback questions that companies can use to gather valuable insights from their customers. Each type of question serves a different purpose and can help to uncover different aspects of the user experience. In this section, we’ll explore some of the most common types of product feedback questions, including open-ended questions, rating scale questions, multiple choice questions, and Likert scale questions. We’ll also provide examples of each type of question to help you create effective surveys for your digital products.
Open ended questions
These are just a few examples of the many types of open-ended questions that can be used to gather valuable product feedback from your customers. The key is to craft questions that are specific and focused, while also allowing customers to provide detailed and thoughtful responses.
What features would you like to see added to the product in the future?
This type of open-ended question can help you understand the features that your customers are most interested in and can provide ideas for future product development.
What problems or issues have you encountered while using the product?
This type of open-ended question can help you identify any issues or pain points that your customers may be experiencing with the product. It can also help you identify areas for improvement and make changes to enhance the user experience.
How has the product helped you achieve your goals or solve your problems?
This type of open-ended question can provide insights into the ways in which your product is providing value to your customers. It can also help you identify any unexpected benefits or use cases that you may not have considered before.
Rating scale questions
These are just a few examples of the many types of rating scale questions that can be used to gather valuable product feedback from your customers. The key is to choose a rating scale that is appropriate for the question being asked and to make sure that the question is clear and easy to understand.
On a scale of 1-10, how likely are you to recommend our product to a friend or colleague?
This type of question, often referred to as a Net Promoter Score (NPS) question, is a common way to measure customer loyalty and satisfaction. It provides a simple, quantitative metric that can be tracked over time.
How satisfied are you with the ease of use of our product?
This type of question asks customers to rate their satisfaction with a specific aspect of the product (in this case, ease of use). It can help you identify areas where the product may be difficult to use or where improvements are needed.
How would you rate the quality of our customer support?
This type of question asks customers to rate the quality of a specific aspect of the product or service (in this case, customer support). It can help you identify areas where your customer support team is excelling or where improvements are needed.
On a scale of 1-5, how well does our product meet your needs?
This type of question asks customers to rate their overall satisfaction with the product. It provides a simple, quantitative metric that can be tracked over time and can help you identify areas where the product may be falling short.
These types of multiple choice questions can help you gather specific information about your customers’ usage patterns, preferences, and demographics. When creating multiple choice questions, it’s important to ensure that the answer choices are relevant and cover all possible options, and that the question itself is clear and easy to understand.
Which of the following best describes the reason for using our product?
- A) To save time
- B) To save money
- C) To increase productivity
- D) Other
Which of the following features do you use most frequently in our product?
- A) Search
- B) Navigation
- C) Filters
- D) Other
Which of the following devices do you use to access our product most often?
- A) Desktop
- B) Laptop
- C) Smartphone
- D) Tablet
How did you first hear about our product?
- A) Search engine
- B) Social media
- C) Word of mouth
- D) Other
Likert scale questions
Likert scale questions typically use a statement and ask respondents to rate their level of agreement or satisfaction using a scale that ranges from “strongly agree” to “strongly disagree” or “very satisfied” to “very dissatisfied”. These types of questions can help you gather more nuanced and detailed feedback from your customers. When creating Likert scale questions, it’s important to ensure that the statements are clear and unbiased, and that the scale is appropriate for the question being asked.
To what extent do you agree or disagree with the following statement: “The product is easy to use.”
- Strongly agree
- Agree
- Neither agree nor disagree
- Disagree
- Strongly disagree
How satisfied are you with the quality of our product?
- Very satisfied
- Satisfied
- Neutral
- Dissatisfied
- Very dissatisfied
To what extent do you agree or disagree with the following statement: “The product meets my needs.”
- Strongly agree
- Agree
- Neither agree nor disagree
- Disagree
- Strongly disagree
How likely are you to continue using our product in the future?
- Very likely
- Likely
- Neutral
- Unlikely
- Very unlikely
Questions regarding bugs and other issues:
To request feedback from your customers regarding bugs or issues, you could use an open-ended question to give them the opportunity to describe any problems they may have encountered while using your product. Here are a few examples of open-ended questions that you can use to gather bug or issues feedback:
- Did you encounter any problems while using our product? If so, please describe them below.
- Is there anything that you found particularly frustrating or confusing while using our product?
- Have you experienced any errors or technical issues while using our product? If so, please describe them below.
- Is there anything that you think could be improved in our product? If so, please describe it below.
With Mopinion you can also request screenshots (visual feedback) from your users. This could be a massive help when getting feedback on bugs.
Best Practices for Product Feedback Surveys
Ready to create a product that your customers are sure to love? The product feedback questions listed above will certainly come to your aid. But before you run off and start creating surveys, let’s take a look at some of the best practices for effective product feedback surveys:
- Keep it short: We say all the time and will continue to do so! Try to keep your survey as short as possible to maximise response rates. Only ask questions that are essential for improving your product.
- Be specific: Use clear and concise language when asking questions, and make sure that the question is specific enough to elicit a clear response.
- Use a mix of question types: Use a variety of question types, such as multiple choice, Likert scale, and open-ended questions to gather both quantitative and qualitative feedback.
- Test your survey: Sometimes it can be helpful to test your survey on a small group of users before sending it out to a larger audience. This will ensure that the questions are clear and the survey is working properly.
- Personalise the survey: Personalise the survey by addressing the recipient by name and including a brief explanation of why their feedback is important (provided your survey is being used in for example, an email whereby you have this type of customer data at the ready).
- Offer an incentive: Consider offering an incentive for completing the survey, such as a discount or a chance to win a prize.
- Follow up: Follow up with respondents after they have completed the survey to thank them for their feedback and let them know how their feedback will be used to improve the product. Close the loop!
By following these best practices, you can increase the response rate of your product feedback surveys and gather more meaningful feedback to help improve your product.
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Analysing Product Feedback Data
Congratulations, you’ve successfully gathered feedback from your customers! Now it’s time to dive into the data and figure out what it all means. But don’t worry, you don’t need to be a data scientist to do this. With a few simple steps, you can turn that jumble of feedback into actionable insights that will help you improve your product. There’s a couple of things you need to keep in mind:
- Categorise feedback: Group feedback into categories such as usability, features, bugs, or pricing. This will help you identify common themes and prioritise issues.
- Identify key metrics: Look for key metrics such as NPS (Net Promoter Score) and CSAT (Customer Satisfaction Score) to understand overall customer sentiment and satisfaction levels.
- Look for trends: Identify trends over time or across customer segments to see how feedback is changing or differing based on user behaviour or demographics.
- Prioritise feedback: Use feedback data analytics to prioritise which feedback items to address first based on factors such as frequency, severity, and potential impact on the customer experience.
- Communicate with stakeholders: Share feedback data with stakeholders such as product managers, designers, and developers to ensure everyone is on the same page and aligned on priorities for improvement.
- Take action: Use feedback insights to make informed decisions about product improvements, updates, and bug fixes.
- Monitor progress: Track progress over time and measure the impact of product changes on customer feedback metrics to see if improvements have been made.
By using data analysis to turn feedback into actionable insights, you can make informed decisions about how to improve your product and prioritise what needs to be addressed first. Communicating these insights to stakeholders and taking action to make changes can ultimately lead to a better customer experience and increased product success.
Take your product to the next level
There you have it – the lowdown on product feedback questions! By now, you should be a feedback-pro and ready to take on the world of feedback surveys.
But, if you’re feeling overwhelmed, don’t fret – there are tools out there to help make the process a breeze. Mopinion, for example, is a feedback software that can help you collect and analyse user and product feedback with ease. So, if you’re ready to take your feedback game to the next level, give it a try!
Remember, gathering feedback is not just a box to check off your to-do list – it’s an ongoing process that can help you create a product your customers will love. By using different types of questions, analysing data, and taking action on feedback, you can make sure your product is the best it can be.
So, what are you waiting for? Start gathering feedback today and make your product the best it can be!
Ready to see Mopinion in action?
Want to learn more about Mopinion’s all-in-1 user feedback platform? Don’t be shy and take our software for a spin! Do you prefer it a bit more personal? Just book a demo. One of our feedback pro’s will guide you through the software and answer any questions you may have.
