An online feedback form is a dynamic tool which is used to capture customer feedback on websites and apps. Feedback forms can be triggered on your website in various ways with the goal of attaining specific feedback from your customers and determining whether or not they have reached their online goals, e.g. ordering a product or getting online support.
https://mopinion.com/what-is-an-online-feedback-form/
Event-driven feedback is online user feedback collected using triggers based on visitor behavior. It is essentially a way of capturing the customer’s views on their experience while the experience is still fresh in their minds.
https://mopinion.com/what-is-event-driven-feedback/
Real-time customer feedback is a type of qualitative data collection, in which you receive live feedback from visitors on your website or mobile app. With real-time customer feedback, you can immediately see the needs and wishes of your visitors as well as monitor for potential problems such as bugs or missing information in the customer journey.
https://mopinion.com/what-is-real-time-customer-feedback/
Data. Insights. Conversions. These three words are thrown around quite a bit in the digital world, regardless of the industry. And the reason for their popularity is fairly obvious. The insights we derive from proper data analysis steer us towards ways of achieving increased conversions. A slightly less obvious observation, however, is the kind of data we use to reach these conversions…
When it comes to online user feedback, there’s a lot to be said about quantitative data (e.g. metrics such as Net Promoter Score, Customer Effort Score, & Customer Satisfaction) but still little is known about the qualitative side (e.g. open answers), or the ‘unstructured data’. While metrics such as NPS can easily be measured and displayed in charts or an Excel sheet, qualitative data isn’t quite as straightforward if you don’t have the means to analyse it. Enter Text Analytics.
https://mopinion.com/what-is-text-analytics-benefits/
We hear companies throwing around common phrases like, ‘Customer centricity is at the heart of our organisation’ and ‘We’re very much in tune with the needs of our customers’. Not surprisingly, seeing as how according to a study carried out by Bain and company, 80% of organisations they surveyed believed that they were providing a superior customer experience to their customers. Meanwhile, just 8% of their customers shared this opinion. Only eight percent! This is a huge disconnect and gap in perception, one that is commonly referred to as the customer experience gap.
https://mopinion.com/what-is-the-customer-experience-gap/
The Voice of the Customer (VOC) is a research technique that maps out the detailed wishes and needs of your customers. In short, you listen to what your customers have to say about a product or service.
https://mopinion.com/online-voice-of-the-customer/
Website feedback analytics provides insight into what your visitors experience on your website. It is a critical supplement to other tools used to analyse (click) behaviour, such as Google Analytics. With user feedback, you get insights into how your customers experience your website. In other words, website feedback analytics explains the story behind the click behaviour of your visitors.
https://mopinion.com/what-is-website-feedback-analytics/
In a research study carried out by Oracle, almost 55% of Millennials expressed that if the mobile app experience are poor, they would be less likely to use the products or services of that company. Additionally, due to a poor app experience, 39% would also be less likely to recommend a product or service. Lastly, 27% even said that a poor experience would adversely affect the image of a business.
https://mopinion.com/what-makes-good-mobile-app-user-experience/
Launching a business is incredibly exciting, particularly if you’re fresh to the world of entrepreneurialism. Everything feels raw and vital: a bright future is ahead of you, and you’re ready to chart the course of your destiny. However… it isn’t that simple. Whether you’re planning to sell products or offer a service, you’re going to be dealing with customers — which means taking all the ideas that you’ve kept private and subjecting them to broad scrutiny.
https://mopinion.com/what-new-business-owners-always-get-wrong-about-customer-feedback/
Measuring the omni-channel customer experience starts with installing listening posts across all the different touchpoints and throughout the entire customer journey.
What is a Listening Post?
A structured approach to collecting customer feedback on individual touchpoints from the website to the in-store experience to the call center. Each listening post includes a research map, an engagement method and the destination of where the feedback will be actioned such as in a report or integrating with other systems.
This customer feedback allows you to uncover customer needs, wants and expectations across the website, contact center, brick-and-mortar locations and other channels on which your brand is present. When gathered, organized and leveraged correctly, this data provides you with a roadmap to launch more targeted and effective campaigns, eliminating much of the guesswork in optimizing the customer experience.
https://customerthink.com/what-you-need-to-know-about-the-omni-channel-customer-experience/
Customer Feedback News is a global community of people working or interested in Customer Feedback, UX and technology.
