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How to choose a website feedback tool?

A website feedback tool is essential for any business today that wants to optimize its customer experience and improve conversion rates. However, not all feedback tools are created equal, so it's important to know what you're looking for before selecting.

Choosing the right website feedback tool can be a daunting task. There are many options to choose from, and there is no one-size-fits-all solution. In this article, we will explore some of the most popular feedback tools available on the market today and highlight their strengths and weaknesses.

What is a website feedback tool?

Website feedback is a way to collect valuable insights and feedback from customers and website visitors about your website. It helps you understand how people interact with your site, what they like, and what they don't like. They can be used to improve user experience on the website, track customer opinions, and provide insights into how people use the site.

A website feedback tool is a great way to track and manage critical feedback from your website visitors. These tools help collect, analyze, and help understand the visitor's behavior and preferences.

What are the types of website feedback?

Voice of the Customer Surveys: The Voice of the Customer Surveys help companies understand what their customers want and how they feel about a specific product or service. They help them get feedback on what they need to change to improve their customer experience.

The goals of the voice of customer survey tools like Hubspot, Feedbackify, Survicate, etc., are to collect insights to improve products and services, as well as to provide overall customer satisfaction and excellent customer support. Voc surveys come in many forms, from open-ended questions to multiple-choice and yes/no questionnaires. It supports regular NPS, CSAT, and CES surveys as well.

Voice of the customer surveys helps collect feedback from customers and potential customers on how they view a product or service that can be used to assess customer satisfaction and measure their willingness to buy it again in the future.

With that said, Voc surveys come in various forms, like:

  • Pop-up surveys (immediately appear on a specific trigger).
  • Exit surveys (when you attempt to leave the website).

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Feedback Widgets: A feedback widget is a way for a company to get feedback from its customers and visitors. They are typically embedded buttons on the company's website which offer customers an opportunity to provide feedback on the website, products, or services they were provided with.

Feedback widgets provided by customer feedback tools like Rapidr, Hotjar, etc., support interactive forms to get feedback from its customers about their experience with the product or services. Feedback widgets also help developers get instant feedback about how users find their product, fix bugs, improve design, and develop new features.

Feedback widgets are much more than just a way to collect feedback; they’re also an opportunity to learn about your users and improve your site based on their needs and wants and provide excellent customer support. Feedback widgets can take many forms. Some may be simple questionnaires, while others may be more complex with multiple questions and answers.

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Feedback Forms: Feedback forms are an easy way to get information about your site and what people think about it. Feedback forms allow you to collect data on specific topics or aspects of your site that you want more insight into.

For example, if you want to know what people think about the design of your site, you can ask for their opinion through a specific question or set of questions on the form. Tools such as Typeform, Google Forms, etc., are used as feedback forms on various websites.

Feedback Pages:Companies use the community feedback tools such as Rapidr, Uservoice, and UserEcho to get feedback from their customers. They are usually in the form of feedback forums and feedback pages. Feedback pages are a great way to collect feedback from your customers and make adjustments accordingly.

Companies create dedicated feedback pages to provide an open forum to their customers to suggest new ideas, report bugs, and understand their views on the features they are developing. When feedback pages are combined with public roadmaps and product changelog, they create an end-to-end solution to close the user feedback loop.

With tools like Rapidr, companies start a complete product development cycle by listening to customers' ideas, asking for their opinions, prioritizing features, and feedback based on business objectives, and showcasing progress with public roadmaps and changelogs.

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Visual feedback: Visual feedback, also called usability feedback, directly captures feedback from users. Visual feedback tools provide a more visual way of giving feedback by pointing out specific page elements (including buttons, text, images, or elements) and giving feedback on those.

Visual feedback tools help designers and developers understand how users interact with their products, such as BugHerd, Usersnap, Marker, etc.

Traditional Surveys: Traditional surveys allow you to ask questions and get answers in a quantitative manner. They also help you understand your audience's demographics better and find out what their preferences are when it comes to content, design, etc.

Online survey tools such as SurveyMonkey, Qualtrics, and Mopinion are used for marketing research, customer satisfaction, employee engagement, and internal processes. They can help companies make decisions on how to improve their products and services by gathering feedback from their customers or employees.

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Reviews and Ratings: The customer is king, and customer reviews and ratings are the new forms of royalty. According to a research, more than 90% of customers read online reviews before buying. Reviews and ratings are a great way to get an idea of the quality of a product or service. They help people make informed decisions before buying something or using some product.

A review evaluates something, such as a product, service, or performance. Reviews are written by customers and maybe about a product or an experience. A rating is an assessment of one item's relative quality compared to another item. Ratings can be "good," "poor," "excellent," etc., but are usually on some kind of scale-like 1-10 or 1-5 stars.

Online Review and Rating tools such as TrustPilot, Bazaarvoice, Podium, etc., allow users to share their thoughts on products and services online in reviews and collect user ratings on their products or services.

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What are the benefits of using a website feedback tool?

Website feedback tools will not only help you collect feedback from website visitors but push your company in the right direction for growth. They allow you to understand better what your customers think about your product or service. Benefits of using website feedback tools:

  • Website feedback tools help assess the performance of a website and its design. It also provides insight into what visitors think about the website and its experience.
  • Website feedback tools help identify potential problems with a website and product before they become too severe or provide essential insights into how visitors are interacting with your site.
  • They help you improve your conversion rates by providing access to valuable data that will help you create a better user experience for your visitors.
  • Website feedback tools can help you understand what your visitors want and need and understand what they like or dislike about your site.
  • Creates a one-on-one connection with the customers. It helps you improve customer satisfaction by collecting their feedback and giving them a voice on how they feel about your product or service.
  • It gives you insights into the user experience, which is vital for developing new features or changing existing features.

How to choose a website feedback tool?

Many website feedback tools are available in the market, but there is no one-size-fits-all. Choosing a tool that best suits your needs and budget is essential. Many factors can help you choose the best website feedback tool for your needs, like its features, price, and compatibility with other software. To select a website feedback tool, you need to consider the following factors:

  • Which features do you need in a website feedback tool?
  • What type of feedback are you trying to collect?
  • What are your preferences in terms of design and usability?
  • Why are you collecting feedback? What is your goal?
  • Is it mainly for customer feedback or employee feedback?

A good website feedback tool should have all these features:

  • Simple, intuitive interface
  • Easy installation
  • Customizable questionnaires that suit your needs
  • Responsive customer support

Track Feature requests: Capture feature requests from customers, and manage and prioritize features all in one place, with feature tracking/ feature voting tools like Rapidr, Uservoice, etc.

Usability Testing: Understand how customers use your product to fix UI and user experience issues with usability testing tools like UserTesting, Usersnap, etc.

Bug Reporting: Track bugs from your customers and team members either with a form or visual feedback, and update your stakeholders whenever those bugs are resolved with bug tracking tools like Rapidr, BugHerd, etc.

Collect NPS & CSAT Scores: Traditional survey tools are used to collect Net Promoters Score(NPS) and Customer Satisfaction Score(CSAT) from customers to gauge customer loyalty and satisfaction, try SurveyMonkey, Survicate, etc.

Collect Feedback: Create and share a dedicated feedback page for collecting all types of customer feedback, prioritize ideas also with showing progress with a public roadmap, and close the feedback loop with feature release notifications, with customer feedback tools like Rapidr, etc.

Online Reviews: Collect online reviews and ratings from your customers, which would act as social proof, and help build trust between the company and customers with review platforms like TrustPilot, Bazaarvoice, etc.

Improve Conversions: Improve conversions and understand when do users signup, what happens after a visitor lands on the page, and what features and content drive them to pay; with website analytics tools like Hotjar, Pendo, etc. can help.

In-app Feedback: Collect feedback from users in the app and track user behavior without sending them elsewhere with in-app feedback tools like Rapidr, Pendo, etc, to improve the overall user experience.

How to get started with website Feedback?

While there are many tools to help you capture, organize, and prioritize feedback, you should consider the one that enables you to uncover the insights from the feedback without jumping through hoops.

The ideal software should not only do all the basics but take all the other housekeeping off your plate. It should notify customers about new releases, thus completing the feedback loop, providing actionable insights, and rallying everyone around the roadmap.

Rapidr does all that, and even more.

Rapidr helps SaaS companies be more customer-centric by consolidating feedback scattered across different apps, prioritizing requests, communicating with customers, and closing the feedback loop.

Sign up for a free now or check out our affordable pricing plans to learn whether Rapidr is right for you.

Discussion (2)

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andrewbaisden profile image
Andrew Baisden

These are all good and valid reasons i'm a huge fan of bug tracking tools like LogRocket and Sentry already.

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Anna Kuzma

In our company we also prefer to track feature requests and incoming feedback using Feedback Community Portal useresponse.com/customer-feedback-.... It helps us to analyze the demand for certain features, keep our customers updated and close the feedback loop. We keep the product development process transparent and made our product development roadmap available to the public