You are looking for feedback in any form:<\/p>\n
Great, small, lean, prolific.<\/p>\n
Negative, positive, optional, specific.<\/p>\n
Feedback from fathers, mothers, uncles, cousins.<\/p>\n
Feedback by tens and dozens.<\/p>\n
Use a feedback tool that increases the likelihood that your audience will respond. \u00a0 That is, for your SaaS app, blog, or e-commerce site, don\u2019t use email surveys\u2014ask for feedback inside your product.\u00a0 Email surveys can hope for open rates of 20% and even lower response rates.\u00a0 In-app surveys regularly achieve response rates of over 40%.<\/p>\n
Context is Everything<\/strong><\/p>\n Feedback is nothing without context.\u00a0 And the best context is the one closest to the customer experience\u2014at the close of the transaction, during the performance, or in the application. That is, real-time feedback.\u00a0 Not three days later, when the customer has forgotten how she really interacted with your product.\u00a0 Or an hour later, after that all-hands meeting, when she has thirty other emails demanding her attention.<\/p>\n Where Are Your Customers?<\/strong><\/p>\n When I ran\u00a0Schmendricks\u00a0bagels, my most meaningful interaction with my customers took place in that second after they chowed down on their hot, freshly baked bagel, standing a mere foot away from me\u2014the maker of that bagel.\u00a0 Every single customer would look me in the eye and speak from their gut. \u00a0“That bagel was awesome, but don’t schmear both sides. It makes the bite too soggy.” “The everything<\/span>bagel works best with scallion cream cheese. Can you sell that as a discounted combo?” Meanwhile, when I surveyed my all too powerful email marketing list later that night, the responses I got were few and not very helpful (“Too expensive!”, “Good bagels.”).<\/span><\/p>\n My offline experience is just as relevant online. \u00a0When it comes to customer listening, email surveys have been the traditional way to solicit feedback even for an online business.\u00a0 But the low response rates, and responses far removed from the product experience make that feedback lower quality. At Pearl-Plaza<\/a>, we believe that every online business should be able to keep a real-time pulse on their customers inside their product.<\/p>\n Get that feedback while it’s hot!<\/p>\n We do it with great in-app messaging and tracking tools such as\u00a0Intercom<\/a>\u00a0and\u00a0Mixpanel<\/a>. \u00a0We also do it with in-app real-time Net Promoter Score surveys on\u00a0Pearl-Plaza<\/a>.<\/p>\n![\"In-app](\"https:\/\/inmoment.com\/wp-content\/uploads\/2021\/05\/feature-question.png\" "\\"Feedback")
<\/a>