Contextual

Category: NPS

  • How Much Feedback is Enough Feedback?

    How Much Feedback is Enough Feedback?

    An essential component for a well-oiled machine that is a product-led company is feedback. It’s a tool that can help better your product, build meaningful connections with your users, and help you run a successful business.

    But do you need a large quantity of feedback to translate it into valuable product improvements? Is any feedback a good enough lead to make changes? Does context matter?

    This article will give some answers regarding realistic response rates, justifying changes based on feedback, and much more. So, let’s dive in!

    Realistic Response Rates in Context

    The concept of a response rate indicates the percentage of the users who offer feedback for your product, a feature of it, or the business in general. However, as we already know, feedback is contextual.

    According to Survey Any Place, the average feedback response rate is 33%. The infographic shows the impact different mediums have on giving feedback. In contrast with the average rate throughout all feedback channels, a good NPS response rate is anything above 20%.

    This goes to show that you should take into consideration the chosen feedback method when looking at response rates. It might be good practice to combine different ways of asking for feedback for optimal results.

    Another thing you shouldn’t forget is that apps inevitably reach different types of people. This means that you can target your audience with different methods of feedback collecting as well. Diversify your feedback mediums for:

    • Web and Mobile users
    • Different user segments or user roles
    • Different stages of a user journey

    Try different methods for these and see what brings the best results – based on your OKR and JTBD of course! 🙂

    If you have a large sample of feedback (see these articles on statistical significance)  consider A/B testing to determine what medium (mobile or web) of feedback are your users most comfortable with. This means that you give half of the target audience of users one form of feedback, while the other half are offered a different channel to express their opinion on your product. See which method is more successful in attracting your clients’ opinions and go from there.

    There is no “one size fits all” when it comes to feedback. Figure out slowly what works for you and your users best!

    Justifying Change Based on Feedback

    As part of a product-led company, you probably already know that every piece of feedback is valuable. User feedback fills the gap between your expectations and the user experience.  So, reviews are a testament to your efforts and also a great opportunity to improve your product where it is necessary.

    With that being said, when does feedback justify change?

    Surely, one negative comment or response is not something you, as part of a product-led company, should be discouraged by. However, in the next user journey mapping session, you can take a look at the user’s point of view and the reason behind their negative review. While a single piece of negative feedback is not a strong enough reason to implement significant changes, analyzing it might be a good idea for future developments of your product.

    Statistically, change can be justified with just a 20% feedback rate. As response rates are, on average, around 33%, it’s safe to assume that most users who are willing to offer feedback for your app, fall into that 20%.

    With their help, you can identify product improvement areas and plan your next user journey mapping according to the feedback you are getting. If you are able to incorporate feedback and change, your business is in the ideal market-fit bracket.

    Not Receiving Enough Feedback

    Positive feedback is desired, negative feedback can be a good lesson. But what if there is little to no feedback? If you’re a small startup with under 1000 users, you might find it difficult to get the reviews you need to justify changes or even keep your company running.

    In this case, you should especially focus on implementing in-app feedback methods to ensure that you’re reaching your active and engaged users. Their feedback is the most valuable one when you’re working on a smaller scale. Of course, don’t forget about timing, as it is a significant component of feedback. Give your users enough time to experience your app before asking for their opinion.

    Implementing changes with little feedback to back you up can be a risky business, but it can also drive users to give an assessment. It would be wise to start small when it comes to changes. Test the waters, see what triggers responses from your users.

    We mentioned A/B testing earlier in the article. Statistical significance plays an important role in this experiment, and it’s based on a cause-effect relationship. A good example of A/B testing is changing the color of a button within your app. (It can be the button in your in-app feedback survey!).
    Which version drives better response rates from your users? Statistical significance can back you up and give you confidence that the changes you want to implement are positive ones, so that in lieu of enough feedback, you can still make smart moves to improve your app.
    Monitoring the impacts of the changes you make is critical to ensure that you’re not doing damage to your app in the process.

    The Next Steps

    Feedback has an integral part in a successful software business. At Contextual, we can help your journey towards product adoption easier by focusing not only on capturing feedback, but also on onboarding, feature discovery, and much more. Book a demo with us today to learn more!Image Credit

  • Best and Worst Timing to Ask for In-App Feedback

    Best and Worst Timing to Ask for In-App Feedback

    When you think of essential aspects of apps, feedback inevitably comes to mind. User feedback can serve many purposes in product-led growth, both on web and mobile versions. You could view it as a tool to improve your product, or as a channel through which you can build meaningful relationships with your clients. At the end of the day, it always comes back as the foundation of a successful business.

    And, as a product-led company striving for success, one of the most important things you have to learn is timing. Whether you plan on coming out with a new feature, tweaking the UI design, or asking for feedback, timing is everything. 

    Timing Defines Feedback

    While it might not seem like it at first, timing is not just a tool, but a fine skill as well. It can make or break a new feature launch, or the feedback given by users. 

    There are a variety of ways in which you can ask for user feedback. Be that through NPS, user surveys, or widgets, there’s no shortage of creativity when it comes to feedback-collecting mechanisms. 

    Yet, implementing the best ways to collect user feedback won’t get you far without correct timing. So, during the next session of your user journey mapping, make sure to focus on context-sensitive timing. ‘Why?’ you might ask. Let’s take a look at the impact timing has on user feedback.

    When NOT to Ask for In-App Feedback

    Timing is a fine line you have to balance on. When it comes to asking for user feedback, it can be easy to overlook this aspect. Especially for a startup, product-led company where feedback keeps everything running.

     

    However, you should strive to get the best measure of the real sentiments your users are experiencing while using your app. So, jumping at those who have previously left a negative review, or didn’t yet complete the onboarding process can hijack your reviews. 

     

    Likewise, asking for feedback right when the app is opened can have a negative impact. In this case, the user is not yet engaged in a task and is less likely to offer feedback. 

     

    Asking the user for a rating (especially for a 5-star one) in the middle of a task has a similar effect. It could lead the user to frustration and negative reviews. 

     

    Another issue can be asking too many questions, especially on mobile. Mobile users are known to be less patient than web users. They can get bored when presented with a lengthy survey, so try to minimize the number of questions you ask them. You need quantity in terms of reviewers, but with great timing, you can get quality responses. 

     

    Learning about timing is a unique experience for each product-led company. Take advantage of user journey mapping sessions, as they can teach you a lot about the worst and the best times to ask for feedback.

    The Best Time to Ask for Feedback

    It can be intimidating seeing the list of what you shouldn’t do when asking for feedback. By now, you know the importance of good timing for optimal results. So, when is the right time to pop the question? 

    Asking for user feedback when product adoption is certain is a good starting point. You want to make sure your users have things they want to express their opinions on. By that time, they have enough experience with the onboarding process and other features of your app, and they can give an honest opinion about their user experience. This is a great tip for both web and mobile users. 

    You should always turn to active and loyal users for genuine feedback. They are the ones who use your app on a regular basis, so their user experience regarding ease of use and utility can be an asset in reviews. 

    Not compromising the user journey or JTBD is key in defining the best time to ask for reviews. After completing a happy task, a user is more likely to express an honest opinion about the process they went through. 

    You can also create a smooth feedback experience by taking advantage of milestones your app might have. Asking those achieving a goal to review their user journey or a specific feature you might be curious about, leads to a positive experience. 

    Timing defines the attitude of the user when giving feedback. By associating feedback with an achieved goal or a completed task, people are more likely to say their genuine opinions regarding their user journey, which will benefit your product and your company in the long run.

    Do’s and Don’ts of Feedback Timing

    Timing is a precious skill you need to master when asking for feedback. We saw above that being context-sensitive has a positive impact on both the quality and the quantity of the feedback your app gets. 

    So, when is the right time to ask for in-app feedback? 

    Do:

    ✔ give your users time to form an opinion

    ✔ value the opinions of the most engaged and loyal users

    ✔ ask after a happy task is completed

    ✔ take advantage of those reaching milestones

    Don’t:

    ✖ target those who didn’t complete the onboarding process yet

    ✖ ask when the user opens the app 

    ✖ interrupt a task 

    ✖ ask too many questions

    What’s Next?

    You don’t have to spend a tonne to get create targeted in-app surveys!  Click on the buttons below to get your 14 day free trial or contact us for a demo! 


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