Specifically, we will teach you how to effectively gather and analyze website feedback, how to prioritize it and implement changes based on user needs, and improve overall customer satisfaction and loyalty by addressing users’ concerns and suggestions.
Keep reading to learn about the different types of feedback you can gather on your website and some of the best practices of doing so!
Key Takeaways:
➡️ Website feedback is a collection of all the observations and opinions of your users in terms of their experience interacting with a website.
✅ Collecting the feedback early and often allows you to keep up with your users’ evolving needs and pain points.
💡 There are 5 main ways how you can collect website feedback, including: surveys, usability testing, popup widgets, preference tests and support tickets
💥There are proven best practices you can follow to make your feedback collection a breeze!
🐝 By leveraging website feedback tools like UXtweak you can start collecting feedback yourself!
What is website feedback?
Website feedback is a collection of all the observations and opinions of your users in terms of their experience interacting with a website. It is a part of the UX design process and is used to address user pain points and alter the website to meet their needs.
By continuously collecting website feedback and acting on it, companies are able to improve the product’s overall UX, generate trust, and exceed customer expectations. There are many website feedback collection methods available depending on your budget, as well as the stage that your website is currently in. This makes website feedback an easy and universal source of quick product insights!
Why is collecting website feedback important?
Collecting website feedback is important in order to optimize the user’s experience with your website. Collecting the feedback early and often allows you to keep up with your users’ evolving needs and pain points.
Website feedback collection also helps to quickly pinpoint any bugs that may be present on your website, such as broken links or loading errors, and allows you to fix them in a timely manner. By collecting website feedback, you can optimize your page’s content and get ahead of your competitors by filling in the gaps where they may be falling short.
Here are some of the key benefits that website feedback collection brings to the table:
- Provides valuable insights into user needs and preferences
- Pinpoints usability issues
- Fosters trust and engagement with users
- Drives continuous improvement and innovation
- Enhances the user experience and boosts customer satisfaction
- Helps tailor offerings and deliver personalized experiences
- Cultivates a positive brand image and fosters loyalty
- Reduces bounce rates and improves conversion rates
- Keeps businesses agile and adaptive in a rapidly-changing, digital landscape
When should you gather feedback about your website?
- Prototyping stage: The sooner the better! The best way to approach this is to start gathering feedback as soon as possible. Collecting feedback during the prototype stage will allow you to make changes early on in the design process, and will thus be less costly and time-consuming to change later on.
- Before launch: This timing will allow you to catch any usability issues, bugs, or technical glitches that could pop-up during the launch. This will eliminate some of the user frustrations that you wouldn’t have seen coming during the launch process.
- Before a redesign: Collecting website feedback before a redesign will allow you to obtain data from users navigating through your website in real-time. This means that you will be able to identify user pain points that come up after the launch and incorporate their preferences in your redesign. Additionally, this timing will allow you to make sure your stakeholders are on the same page in terms of expectations and priorities.
- Continuously: There is never a bad or wrong time to collect feedback, however, if time and budget allows, collecting it at every stage of the design process is the most ideal. After all, making continuous improvements and iterations based on website feedback is what the UX process is all about. By collecting feedback continuously, you’ll be able to always spot issues early on and fix them as soon as possible. This is also a great way to empathize with your users, learn about their problems, and show that you’re committed to providing them with the best possible UX.
Types of website feedback
1. Pop up windows and polls
Popups have gained popularity as they allow users to input their feedback without ever having them navigate to another page. They are nearly unavoidable, since they are strategically placed on a website to catch your users’ eye; therefore, there is a high likelihood that users will participate in this type of feedback collection.
Pop up windows and polls often keep questions to a minimum (usually only about 1-2 questions per pop up), making them quick to complete, which is another reason they often retain high engagement.
2. Surveys
Surveys are a proven method of collecting all kinds of qualitative and quantitative data from your users. This is exactly what makes them so perfect for website feedback!
Surveys can be administered through email or, again, in a form of short popups that are triggered by a specific user’s action on a website. They are quick and easy to set up and can help you collect a large variety of data on the website’s UX, usability, certain features or design elements.
You can collect website feedback using UXtweak Survey Tool!
We help you design different types of surveys to gather data for UX metrics, as well as tons of qualitative insights from your users.
3. Website Usability Testing
Usability testing is the ultimate method of collecting feedback on your website. By giving users specific tasks to perform and watching them do it, you’ll be able to uncover hidden usability issues, areas of confusion, and ask for user’s opinion on your product.
The usability tests can be either moderated or unmoderated, depending on your budget and timelines for collecting the feedback. Either way, they are perfect for the general evaluation of your website’s UX, as well as discovering how users interact with the product, what frustrates them, and what they’d like to see more of.
Learn everything you need to know about usability testing in this quick video:
Conduct usability tests with UXtweak Website Testing tool!
Set up your study in minutes, give users tasks to complete, and watch them do it. Analyze the test recordings, pinpoint and prioritize critical issues, and make product improvements!
See how Website Testing works in these demos:
4. Preference Testing
This is a perfect technique to collect website feedback when implementing new design elements or features. Preference testing allows you to bid up to 6 design options against each other and let users decide which one they like most for the specific context.
Most online preference testing tools even allow you to add follow up questions after each test and ask participants to justify their decisions. You can use the results of such testing to justify design decisions and/or present data-driven results to your stakeholders.
To conduct preference testing, try UXtweak Preference Testing tool! Use it to learn about your users’ perspectives and choose the designs that they like best.
5. Support tickets and chat box data
These two methods provide you with actionable insights in real time. This is because at the moment when the user encounters an issue with your website, they will immediately let your support team know. Most of the time the feedback that comes through this channel is negative; however, it’s also the most valuable.
By analyzing your support tickets and chatbot encounters, you can often pinpoint hidden issues that were not addressed during a usability test. Therefore, when receiving a support ticket, do your best to solve the customer’s issue and implement necessary changes to make sure it won’t happen again.
Best practices for gathering website feedback
The best way to gather website feedback is to do it continuously and as often as possible. Utilize the following best practices when collecting feedback on your website:
- Provide options: It is important to offer different ways for users to provide their feedback, such as email, chatbot, or form submissions, in order to ensure users can select the option they feel most comfortable with.
- Simplicity: Design methods for collecting feedback as simple as possible so that it is easy and straightforward for your users to complete.
- Visibility: Make sure the options for feedback are present and easy to find on your website in order to increase the chances a user will fill it out.
- Specificity: Write website feedback questions that will guide users to provide information on the area you are looking to redesign or gather more information about. For example, asking users about targeted features or content, rather than asking them about the website in general.
- Thank your users: Whether it is in the form of a message or some type of incentivized rewards, users want to be appreciated for sending in their feedback. Provide acknowledgement that their feedback has been received and is being addressed appropriately. Make sure to always respond to the feedback, regardless of whether it is good or bad.
- Re-design and test: Designing is an iterative process. Continue to make improvements and test the improvements; rinse and repeat. Don’t be discouraged if your new designs are still eliciting more user concerns and feedback. This just means your website is continuing to get better and better!
How to collect website feedback?
- Define clear objectives: Narrow down your scope to the specific areas you are looking to receive feedback on.
- Select and design what type of website feedback you are going to use: Popup windows and polls, surveys, website usability testing, preference testing, support tickets and chatbox data, or website feedback surveys.
- Recruit participants: Send messages to your user base, offer incentives or rewards, and communicate to your users how their feedback will benefit the quality of your product in the long run.
- Analyze data: What commonalities or themes can you find among all the responses? What area(s) are a priority to change first? What are your users’ biggest pain points?
- Implement changes: Do your best to make improvements as quickly as possible! Make users feel heard and keep them updated on all the changes you implement when acting on their feedback.
- Test and iterate: As always in UX design, continue to iterate and test your designs to see how well the implemented changes perform and whether everything works as intended.
Website feedback: A summary
Collecting website feedback is a crucial part of improving your website’s user experience design and meeting user’s evolving needs. Businesses benefit from utilizing website feedback in order to optimize their digital platforms. Website feedback comes in many forms, including popup windows, surveys, and chat boxes; try one or try them all!
The only wrong way to collect feedback on your website design is to not collect any feedback at all. Why wait any longer? Start collecting website feedback today!
Register for your UXtweak account and use our robust research tools to gather user’s opinions on your product!
