Customer satisfaction (CS) is not just a key but like a blockchain-protected passcode that will allow you to access success as long as you know how to use it.
Using Qualaroo to Prioritize and Launch New FeaturesMarch 25, 2013
Successful companies are constantly trying to help customers get more value from their product. This requires both adding new features to a product and helping customer discover and understand the features that already exist.
Prioritize feature development
When launching new features it is important to actually introduce ones that matter to your customers. Most of us recognize the importance of engaging customers to develop the right features. The mistake we often make is just asking people if they’d like to have feature X added to the product. When there is no cost for the user, the answer is almost always yes. The reason is that some day that feature might be useful.
A better way to get user feedback about a planned feature is to give them a choice of two features. That way the cost of one feature is foregoing the other feature (at least for a while).
The Nudge on the right (or above if printing) is one that you may have seen recently on your Qualaroo dashboard. The results have been very helpful for prioritizing our development pipeline. Currently requests for a mobile version are slightly edging out requests for lead gen forms. While the overall results don’t strongly point toward one or the other, we are able to determine that many of our high volume professional plan customers have a preference for mobile. But we were also able to determine an easier way to do forms so that we could actually stagger the projects and quickly help both groups.
Understand true reason that a feature is wanted or needed
Knowing your customer’s relative preference between two features is helpful, but knowing exactly why they prefer a feature is pure gold. When you know why they want it, you can be sure to develop it in a way that truly meets their needs.
Continuing with the example above, people who selected “ability to add a lead gen form to a question branch” were given this follow up question “Why is the ability to add a lead gen form important for you?”
Here are some examples of typical answers that we received:
- “This would be amazing if it could create a lead in Salesforce or at a minimum send an email to another address if specific answers are filled in (ie contact details)”
- “Allows us to better monetize our traffic and provide tailored messaging to our audience to convert more people”
- “To get more leads and make more money”
Not only do these types of answers help ensure that we develop the feature in the right way, they also start to give us some guidance around how to position the feature when it becomes available.
Create anticipation for features that are in the pipeline
The question itself starts to signal to your customers which features are in the pipeline. While only about 12% of our viewers answered the question, many more saw the question and became informed that we were considering these features. Anyone who is particularly passionate about one of the features is very likely to respond.
Regardless of response, we let all customers know that both features are in our near-term plans. We did this with a success screen that informs them that both are on the roadmap (and thanks them for helping us prioritize).
Create a launch marketing list for the new feature
Finally, if you pass the identity of your users to our API, this is a great opportunity to build a marketing list for when you eventually do launch the feature. Alternatively you could just present an email box and ask them if they’d like to be notified when the feature becomes available.
For actually marketing the feature, you can either create an emailing list or upload a white list into Qualaroo to target promotional Nudges. The messaging would be something like “Earlier you expressed interest in being able to do X with our product. Great news, this functionality is now available…”
Understanding customers so that you build and promote the right features ultimately leads to more loyal customers that keep buying and spreading the word about your product.
I’ll write soon about using Qualaroo to help customers discover the features that you’ve already got.
In-app feedback or users’ feedback is a prominent part of any app development process. As a developer, you get to know the flaws you have in your app, what users want, and what can be improved. Now, with the in-app feedback option, you give your app users the freedom of sharing their experience instantly.
The competition among online stores is colossal, so they have to fight for a place in the sun. Сreative solutions are essential here to increase customer engagement. You can constantly fill your site with new content and try different promotion formats. And this can have its effect, but it may not be sufficient for online stores and not persuade customers to purchase in your store. As opposed to classic content marketing, data-driven micro-content has performed well in recent years. It is an effective way to provide users with interesting and useful information, thereby increasing the value of an online store for customers.
In most cases, the ideal user journey and the actual user journey will differ, and getting users to follow through with the desired action will become almost impossible.
Measuring customer satisfaction is essential because happy and loyal customers are awesome assets for growing your business. Several ways exist to measure customer satisfaction and loyalty. One of the most trusted ways is calculating the widely prevalent benchmark figure: Net Promoter Score (NPS). It is highly regarded due to its simplicity, effectiveness, and ease-of-use.
The best way to ensure your survey feedback is legitimate and fits your purpose to the T is to make sure you survey the right candidates.
We are proud to announce that SoftwareSuggest, one of the largest independent software review platforms, has awarded Qualaroo as the ‘Best Value Software’ for Fall 2020.
Intuition can help in making business decisions but when it comes to understanding user behavior and conversions online, user experience research methodologies like A/B testing is what you go for. If you don’t test, you cannot know what is working and what isn’t for your users. And A/B testing helps you to determine that.
Qualaroo has been positioned as one of the best survey software companies of 2021 by the widely renowned SaaS review website, Digital.com!