One of the most important things you can do when building a SaaS product is to collect user feedback. But just collecting feedback isn’t enough. You need to organize that feedback and turn it into actionable insights.
Thankfully, there are a few different user feedback loops you can use to collect, organize, and analyze user feedback. Here are 10 to help you get started.
1. Customer feedback loops
Customer feedback loops are the most fundamental way to gather feedback. They involve asking your customers for feedback on their experience with your product, and then using that feedback to make improvements.
The goal of a customer feedback loop is to keep your customers happy and engaged with your product. By listening to their feedback, you can identify areas of improvement and make changes that will help you retain your customers and reduce churn.
There are a few different ways to gather customer feedback, and we’ll cover some of the most popular methods in the next section.
2. User feedback loops
User feedback is a goldmine of information that can help you understand your customers, improve your product, and drive growth.
But to get the most out of it, you need to build user feedback loops into your SaaS product.
User feedback loops are a structured way of collecting, analyzing, and acting on user feedback. They help you make sure that you’re getting the right feedback, from the right users, at the right time.
There are many different ways to build user feedback loops into your SaaS product, and the best approach will depend on your specific goals and challenges.
In this post, we’ll take a look at 10 different user feedback loops that you can use to drive growth in your SaaS business.
3. Customer success feedback loops
Customer success teams are the backbone of your business. They’re responsible for ensuring your customers are happy, engaged, and getting the most value out of your product.
In order to do their job well, customer success teams need to have a finger on the pulse of what’s happening with their customers. That means they need to have a direct line of communication with your customers and be able to collect feedback on a regular basis.
4. Onboarding feedback loops
Onboarding is a critical phase of the customer journey. It’s the time when new customers are at their most excited, and when they’re most likely to churn. So, it’s important to keep a close eye on how your onboarding process is working.
Onboarding feedback loops can take many forms. You could use surveys to ask new customers how they found the onboarding process. Or you could use in-app messaging to ask them for feedback at key points in the process.
You can also look at onboarding data to see how long it’s taking new customers to get to their first aha moment. If you see that it’s taking too long, you can use that as an opportunity to reach out and ask for feedback.
5. Support feedback loops
Support feedback loops are all about making sure you’re capturing customer feedback at the right time, and in the right place.
When customers are using your support channels, this is the best time to capture feedback about your product, for a couple of reasons. First, it’s a time when they are definitely thinking about your product. Second, it’s a time when they are likely to have a strong opinion about your product, and that opinion is likely to be based on recent experiences.
If you’re not capturing feedback at this stage, you’re missing out on a big opportunity to capture highly relevant feedback that can help you to improve your product and your support experience.
6. Customer satisfaction feedback loops
Finally, and most importantly, you need to measure customer satisfaction.
Customer satisfaction is the best indicator of how likely a customer is to continue using your product. It’s also a good indicator of how likely they are to recommend your product to others.
There are a number of ways to measure customer satisfaction, but one of the most popular is the Net Promoter Score (NPS). NPS is a simple, one-question survey that asks customers how likely they are to recommend your product to a friend or colleague.
Customers are then grouped into three categories based on their responses: Promoters, Passives, and Detractors. Promoters are customers who are highly satisfied with your product and are likely to recommend it to others. Passives are customers who are satisfied with your product but are unlikely to recommend it. Detractors are customers who are not satisfied with your product and are likely to discourage others from using it.
NPS is a great way to get a quick snapshot of your customer satisfaction, but you should also be collecting more in-depth feedback on a regular basis. This could include things like customer surveys, interviews, or even focus groups.
7. Product feedback loops
Product feedback loops are what you use to get feedback on specific features or areas of your product. They’re a way to get targeted feedback from users who are familiar with your product and are in a good position to evaluate how well it’s working for them.
Here are some of the most common types of product feedback loops:
• In-app surveys: In-app surveys are a great way to get feedback on specific features or areas of your product. You can use a tool like Delighted or Wootric to add surveys to your app and target them to specific segments of users.
• Feature requests: Feature requests are a way for users to suggest new features they’d like to see in your product. You can add a feature request form to your app, or use a tool like Canny to collect and organize feature requests.
• NPS: Net Promoter Score (NPS) is a way to measure customer loyalty and satisfaction. You can use an NPS survey to ask users how likely they are to recommend your product to a friend or colleague. This can be a good way to get feedback on your product as a whole, or on specific features.
• User interviews: User interviews are one of the most effective ways to get feedback on your product. You can use interviews to get in-depth feedback from users who are familiar with your product, and to ask follow-up questions based on their responses.
8. Net Promoter Score feedback loops
Net Promoter Score (NPS) is a widely used metric for measuring customer loyalty. It’s based on a simple question: How likely is it that you would recommend our company/product/service to a friend or colleague?
Customers are then asked to rate their likelihood to recommend on a scale of 0-10, with 0 being not at all likely and 10 being extremely likely. Based on their score, customers are then categorized as detractors (0-6), passives (7-8), or promoters (9-10).
NPS feedback loops are used to follow up with customers who have left a rating, and to learn more about the reasons behind their rating. For example, if a customer leaves a low rating, you might want to ask them what you could do to improve and win back their loyalty. If a customer leaves a high rating, you might want to ask them what they love most about your product and if they’d be willing to write a review.
9. Employee feedback loops
Finally, it’s not just customers who should have a say in how your product evolves. Your employees are the ones who build and market your product, so their feedback is equally important.
In fact, 72% of high-growth companies say that their company’s culture is one of the most important factors in their success. And at the heart of a great company culture is employee feedback.
There are a number of ways you can collect employee feedback, from regular surveys to weekly one-on-ones with managers. You can also use a tool like Officevibe to collect feedback in real time and get a better sense of how your employees are feeling on a day-to-day basis.
10. Market feedback loops
Market feedback is a broad category that encompasses feedback from the market as a whole, rather than just your product’s users.
This can include feedback from your sales team, competitive analysis, and market research.
Market feedback is important because it helps you understand how your product fits into the larger market, and how you can position it to stand out from the competition.
Conclusion
User feedback is your most valuable asset when it comes to building a product that people love. To put your users first, start implementing these user feedback loops to inform your product roadmap and improve customer satisfaction. Additionally, taking a motivational speaker course can help you better communicate with your users, understand their needs, and inspire them to share valuable insights.
