We all have, at least once, looked for a decent customer feedback tool that suits our needs.
And, we all know customers aren’t inherently excited about providing feedback.
Yet, there is no doubting that feedback is extremely valuable. It validates that the feature, service, the product being carried over is providing value to the intended people.
If customers don’t find value, it amounts for some precious time wasted.
Focusing on customer feedback makes sound business sense.
Research by Deloitte and Touche found that customer-centric companies were 60% more profitable compared to companies that were not focused on the customer.
With an average of only 2.5% of our customer base willing to take a survey, we know we have a tough assignment.
The good news is that with a pragmatic framework, and a few simple approaches to follow, you’re able to gather insightful feedback.
However, like anything worth doing it takes some time and effort.
And we want to optimize this time.
Which is why finding a good, if not the best feedback tool, is crucial.
A good feedback management software should 10x the results you could get with traditional methods using pen & paper.
Without further ado, let’s dig deeper into these survey features.
I want to help you find THE perfect, top-notch customer feedback app that will help delight your customers with a survey experience like never before, while also help gain as many insights possible.
Knowing the preferences of customers and coming up with a solution should not take long.
The Must-Haves Feedback Features For a Customer Feedback App
Let’s define a few of the things to look for before committing to anything else.
Ease Of Use
This is probably a no-brainer. One of the main reasons technology and software exist in the first place is to make your life easier.
So, before making the jump and actually using a product: make sure it’s easy to use, easy to understand, and also easy to work with as a team.
You will likely not be the only person working on the customer feedback surveys, so you want your teammates to easily get started as well.
You are looking here for a few different things:
- Are there any reviews from users mentioning the ease-of-use?
- Does the software offer any kind of training videos?
- Is there any recurring webinars hosted?
- Is the support team responsive and helpful?
- Does the feedback app come with a help desk?
That’s being said, you’re only halfway through the checking process.
You’re also looking for the attractiveness, good-looking UI, responsiveness and ease-of-use of the feedback side.
With Feedier, for example, we make your customers feel valued, boring-ugly-wasting-time surveys are over!
Feedier turns surveys into a beautiful and enjoyable experience. It fits nicely on any device and mixes interactivity with quality. Our friends at EuroVPS have shared their experience and how the top-notch user experience helped them engage their audience.
Because, what you essentially want is feedback trickling in from your customers, so you want to make sure the surveys are attractive and simple to fill out.
Value and Reward your Customer
At Feedier, we strongly believe that you must respect your customer’s precious time. We let the customer know how long will the form last.
We even go as far as letting you reward your customers. Higher engagement guaranteed with survey incentives, when it makes sense and fits your audience.
Whether it’s a voucher, a money transfer or any kind of file, you can build a complete reward program with Feedier.
In a nutshell, make sure the feedback tool you choose allows you to customize the look and feel of your surveys so that your customers aren’t forced to stare at an ugly, poorly-designed form for your benefit.
You want to reflect your brand with this survey, a cohesive approach is required.
Customer Feedback Tool Features
You’re not just searching for a good-looking feedback tool.
It’s imperative to list out the features you need beforehand to improve your search and meet your expectations.
A few common features that you will likely want are:
- Will I be able to add any kind of automation between my feedback and my existing data – such as in a CRM?
- Does the survey come with built-in feedback template?
- Is there any way to add logic inside my survey?
- Is there any plugin or integration such as a WordPress feedback plugin, an integration with your email marketing platform, etc.
- Are there all the question types I need?
- What are the ways to share my survey and collect feedback?
Such features will allow you to tweak your survey to ensure that you can actually get to the expected results.
On the other hand, a tool that only allows you to create surveys with generic question types would make it more difficult.
But you could also be on the hunt for more market-specific or innovative solutions that will help you get the job done and overcome some difficulties.
For instance, you might want to look for a way to automate the incentive process and incorporate that into your survey.
Or, you might also be interested in being able to automate the review process based on the satisfaction rate.
Feedback Analysis & Reporting
Last, but not least, is the reporting and feedback analysis. In other words, the dashboard for data reporting.
You want your feedback tool to provide you with an amazing automated analysis at scale.
Analysing the results of your campaign must be a no-brainer. In 2-clicks, any users with access to your dashboard should be able to get a good handle on what is going on and understand the feedback.
Your platform must be accessible at every level in your organisation and should offer each type of user an interface that is tailored to suit the role
For example, a store manager should be able to log in and see how many customer feedback has arrived and how many require immediate action because the customer has reported a specific problem or submitted negative feedback.
But also the most important keywords and sentences, what are your customers saying from you in this survey.
Any additional features will be a plus.
For example, Feedier lets you access complete live reports of your surveys including analytics by
We will let you know what your customers really want. No need to go through every response. Feedier will even categorize them and group them by customer segment (satisfied or not, in % between 0 to 100 ).
Feedier lets you categorize users by satisfaction, group them, export them and contact them through handy lists. Segmentation as its finest.
Feedier provides a complete analytic for every response (feedback). Question-Time graph, country,
Integrations and Flexible API
Another relevant feature is the ability to integrate the feedback app with other tools you’re already using. Whether you want to directly request feedback whenever something happens in your CRM, or you want to push the data into your system whenever new feedback comes in, you must find your way.
At Feedier, we love developers. We have created a flexible Rest API available for your developers and safely protected with your custom API key.
We also have a webhook system so you can send a request whenever new feedback is posted.
What you’ll usually find, aside from the technical API, is a bunch of natives integrations, as well as an integration with a tool-connector, such as Zapier.
Such tools are great to connect the dots and create a proper feedback loop.
Simple and Effective Tool To Keep the Momentum up
A customer feedback strategy is only useful if it’s implemented over the long term.
Your customer feedback management platform must reflect your Key Performances Indicators — aka. KPIs. You must be able to easily track them and correlate customer satisfaction with the evolution of your revenues and other areas of focus.
Every employee should be able to analyze, export and share the reports.
For example, at Feedier, we not only provide you with a reporting dashboard but also with exportable Excel file and PDF reports.
Easy to use, they are meant at giving you the data you need, when you need it.
Feedback Channels: The Tool Must be Flexible
Your customers are not all on the same channel. You don’t have the same requirements as your counterpart.
Which is why it is very important to pick a flexible tool that provides you with all the touch-points you need in order to reach the customer.
For the feedback campaigns to be effective and meaningful, it has to be able to pull content from email, text messages, other platforms, your website, and much more.
Are you planning on collecting feedback during events? Make sure the feedback tool is supporting offline mode.
At Feedier, we not only do all of that, but we also provide with native integrations with other tools, an API to automate very custom process (eg. collecting a feedback after an order in your store), as well as a feedback website widget so you can get feedback directly from your website or app users.
Customizable and Tailored Feedback Alerts
For smoother user experience, select a feedback management platform that lets you customize alerts based on the criteria of your choosing.
With Feedier, for example, you are able to create filters that matches specific criteria — for example: only the most satisfied customers, based on their verbatim and answer.
Then, you can subscribe to this filter and get notified whenever there is a new entry. Or else, get a weekly report.
You could also create filters based on the content of the feedback, the time of the answer, or even the reward which was given to the respondent.
20 Examples of Customer Feedback Apps
We have now covered the must-haves of our ideal feedback software, let’s give a few examples of serious competitors on the market.
Whether you want to create a customer satisfaction survey, simple customer feedback survey, guest feedback survey, or collect any other type of feedback, we got you covered.
Online Survey Tools
- Feedier: Collect actionable feedback, engage and value your customers using gamified and attractive surveys
Informizely: Quickly gather customer insights with in-site surveys and polls Usabilitytools: User Session Replay & Visual In-page Web Analytics – UsabilityTools Survicate: The Fastest Way to Collect Feedback Mopinion: Reporting software for customer feedback from websites and apps Nicereply: Nicereply | Customer Satisfaction Survey, NPS & CES Wootric: In-App Web & Mobile, Email, SMS Net Promoter Score, CSAT, CES Survey Software, Text & Sentiment Analytics
- SurveyMonkey: flexibility first, probably the most well-known
- Typeform: build attractive forms, online quizzes, and surveys.
Offline Survey Tools
- SmartSurveys: offline surveys made
- SurveyAnyPlace: flexible and gamified surveys that can go offline
Simple Client Feedback Software
- Usabilla: user and customer
feedabcktool Emojics: Emoji-based, simple feedback tool
- Appzi: Website Customer Feedback Tool
Employee Feedback Tools
- BambooHR: besides offering all the HR features, BambooHR is an
- Honestly: fully-fledged feedback tool offering employee engagement features
- Culture Amp: Culture Amp makes it easy to collect, understand and act on employee feedback
Feedback Analysis Tools
On the feedback tool market, there
- Thematic: Powerful Customer Feedback
- NomNom: Get all your customer feedback and research data in one place (for product teams)
Free Feedback Tool
Some of the feedback survey softwares mentioned above are freemium, meaning you can start using them for free, and upgrade once you love them. But there are also softwares that are free across the board.
Google Form is the best example.
Now you know what features and characteristics make up a good feedback management platform.
All that’s left to do is compare the different solutions on a point-by-point basis and make the choice that’s right for you.
Talking about the right feedback app…
Let me give you more details about Feedier?
Why? Because I took some time to provide you with actionable tips in this article.
Feedier is a feedback app, which do much more than surveys!
Feedier is a feedback tool built from scratch to engage your customers. Our technology knows whether the customer is happy or not and therefore we can provide the right engagement to the right user.
For instance, you can ask 5-star reviews to your satisfied customers only, or promoters. And, on the other side, you can urge the
Feedier adapts the questions to the customer. Thanks to the first step we know whether the customer is happy or not and why. We can, therefore, fit the question to any customer based on that.
Aside from that, we are also on a mission to introduce win-win relationships with your customers, so we reward them. And guess what? You increase your loyalty!
The experience is unique!
Feedier aims to create a relation between your team, your customers and your products. The relation we build is based on:
- Trust: Providing interesting questions to your customers and them providing useful answers to your questions.
- Respect: Everyone’s time is precious, every information is important.
- Interest: every party wins. You will have insights, analytics, ratings and emails in exchange for rewards for your customers.
Start Your Feedback Campaigns Today
You can sign up free at feedier.com/go and start collecting valuable feedback.
Also published on Medium.