Do you need a user feedback tool for your website or app?
You might have asked yourself this question before. Feedback buttons are increasingly common on websites and apps. They offer a quick, simple way to learn more about your user experience.
Every business is different. Every business has its own users, objectives, and key metrics. A feedback tool brings access to critical data that can help to make your website or app better.
But just adding a feedback tool to your site or app doesn’t guarantee that visitors or customers will use it.
And in that case, it might seem like a waste of time.
So, let’s rephrase our question with a slightly different emphasis: do you need a user feedback tool for your website or app?
In this post, we’ll help you answer that by exploring the biggest signs that you need user feedback.
Key factors to consider before implementing a user feedback tool
Your website traffic volume
A website attracting millions of visitors each month, or even each week, is likely to receive a solid amount of feedback. But a smaller site with substantially less traffic may get no feedback at all.
Our research shows the median ratio between impressions and user feedback submissions is one feedback submission for every 2,961 impressions.
So, if your website is still serving a niche audience and performing well, a user feedback tool may not be crucial just yet. But as you grow, you’ll need to gather insights to ensure you meet (if not exceed) your user requirements and expectations.
Making your feedback tool more visible with a colourful on-screen button can encourage more users to provide feedback, even on smaller sites.
Your website type
Three main website categories receive different types of traffic, and can benefit from user feedback tools in various ways:
In-development site
An in-development site isn’t live yet, but a feedback tool can be used internally by teams to discuss the site/web app’s progress.
This use case has the best ratio of impressions to feedback submissions, as visitors are on the site specifically to provide test-based insights.
Our research shows in-development sites receive a median of one feedback submission for every 589 impressions.
Web apps
A button can be placed on web apps to gather feedback from customers logged into a web app’s control panel. In this case, the median is one feedback submission for every 2,825 impressions.
You’re likely to see a real return on investment from a user feedback tool if your web app receives more than 15,000 hits per month.
Websites
In this case, “website” means any setup in which most viewers aren’t logged in or registered (blogs, news sites, etc.). These websites have the weakest impressions-to-feedback ratio: one feedback submission for every 28,886 impressions.
When users aren’t registered customers or logged into a service, they’re less invested. And less likely to take advantage of a feedback tool.
Sites receiving more than 150,000 impressions a month would be most likely to benefit from a user feedback tool.
Again, it’s about making the feedback process quick and simple with a visible button: take the work out of it, and users may be more willing to contribute.
Your support team’s workload
If your users can’t give feedback just by hitting an on-screen button, they may reach out to your customer support team. But your agents may be too busy to respond to user feedback or pass it onto the right people to take the right actions.
In this case, valuable feedback could be lost or ignored. Your development team may fail to identify issues themselves. And your business might miss out on opportunities to improve, grow, and satisfy your target audience to the level they expect.
Ultimately, customers could look elsewhere.
Implementing a user feedback tool helps your business avoid this. Users who spot an issue, no matter how minor, can report it within seconds. You’ll gain key insights without putting extra strain on your customer support team.
No more huge email chains. No more overwhelmed ticket systems. It’s clean, fast, and simple.
Everybody wins.
Your ability to understand the feedback you receive
Let’s say your business already receives plenty of user feedback through emails and contact forms. Visitors are invested enough to care and want you to make improvements.
But your team struggles to make sense of it.
Not necessarily because users submit inarticulate messages, but because there’s a lack of organisation. You don’t know what page, feature, or specific issues users are reporting.
A cutting-edge user feedback tool makes it easier than ever.
Visitors/customers can show you exactly what they think of a page, feature, or element by clicking a button. They can add text and a screenshot without leaving the page.
It’s convenient and fast. And you’ll receive their feedback in a clear, organised way that’s easier to understand.
You need to know more about customer satisfaction
Just because users don’t report any UX bugs that disrupt their experience doesn’t mean they’re satisfied with your site and happy to recommend your business.
They might browse your site. They might even make a purchase. But they may not come back or send a friend your way.
A user feedback tool allows you to discover what customers think of your product through a user-friendly star and emoji rating system. You can also track Net Promoter Scores to understand how many visitors would recommend your product.
You can start to delve deeper into why your audience may not be as engaged as they should be, and discover opportunities for improvement.
There are multiple reasons why your business needs a user feedback tool
Even if your site serves a small user base, you can use the tool to learn more about their basic satisfaction levels with your product.
And if you run a bigger site for a bigger audience, you can gather more valuable feedback through a cleaner, easier, organised process.
Try Saber, the state-of-the-art user feedback tool designed for businesses of all sizes, and make powerful changes based on real insights from your audience.