Imagine this. Your team has spent 6 months building a new product feature only to discover that your customers’ goals and needs don’t align with it. You did your market research, competitor analysis, ran beta tests with focus groups, so what really went wrong?
It’s disappointing, isn’t it? The last thing you want to do is invest all that effort and chase growth, only to end up with a product that your customers don’t really care about
Knowing how your users experience your product, the goals they want to achieve, and what they want from you is crucial for further upgrades. Product feedback from your customers will fuel your product development lifecycle with critical data that’ll give help you validate assumptions and build new functionalities to address people’s challenges.
We’ve written other articles on pre-launch survey questions, follow-up questions, and even general feedback questions, but in this article, we want to specifically highlight the most important questions you should ask your customers that set you in the right direction.
First of all, define metrics to identify what kind of constructive feedback you’ll be taking into account. Don’t assume all feedback is valuable, rather focus on the ones that inspire action and are likely to have a positive impact on your churn, acquisition, and sales.
A good starting point is creating user personas: fictional characters based on real people who use your product. These personas are super handy and can be used cross-functionally with the marketing, sales, and support teams.
Additionally, make sure that you collect feedback from a wide range of sources to get a more complete picture of how the product or feature is perceived by your customers. Also, collecting product feedback consistently will help you quickly spot trends and be able to iterate faster.
“We’re always focused on addressing our customers’ challenges but we want to quantify our customers’ experience.” If this sounds like you, using NPS could be a breakthrough for your team.
Research suggests that customers’ readiness or reluctance to recommend your product to friends or family is a great indicator of their level of satisfaction.
This is one of the most popular survey questions – even effective – and for good reason. Net promoter score, otherwise called NPS, enables you to get a fresh perspective of your customers, their sentiments about your products, and their perception of your business. It evaluates customer loyalty by defining users as promoters, passives, and detractors.
Promoters: Those who answer 9 or 10 on an NPS survey.
Passives: Those who answer 7 or 8 on an NPS survey.
Detractors: Those who answer between 0-6 on an NPS survey.
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