I’ll answer all these questions (and more) in this article.<\/p>
What is in-app feedback?<\/h2>
In-app feedback allows users to share their thoughts and experiences while actively using an app. It provides real-time insights – helping you understand user needs, address issues, and improve the product.<\/p>
In general, the in-app feedback you collect from users can be grouped into two:<\/p>
General or relationship-related in-app feedback<\/h3>
These feedback efforts focus on the app as a whole and are often used to gauge user satisfaction levels. They include customer satisfaction surveys<\/a>, NPS surveys, and feature requests, among others.<\/p> This involves asking questions like \u201cHow happy are you with our product?\u201d or \u201cHow likely are you to recommend this product to others?\u201d<\/p> Contextual feedback is directly related to a specific app feature, experience, or interaction. It is displayed right after a user completes a specific process or interacts with a particular feature.<\/p> It includes everything from a new feature survey to an onboarding experience survey.<\/p> <\/p> There are many benefits of building your feedback mechanisms into your users\u2019 in-app workflow. Some of these include:<\/p> Product teams rely on different in-app feedback methods, which generally fall into two main categories:<\/p> Also known as popup surveys, microsurveys<\/a> are short forms with a few questions. They only appear when triggered, are typically very brief, and are often contextual.<\/p> Microsurveys are, thus, ideal to collect feedback on a specific feature, gauge specific experiences, measure customer satisfaction data, and more. NPS, CSAT, CES, and other contextual surveys fall into this category.<\/p> A feedback widget is a perpetually available tool that helps you collect real-time feedback. You can place a feedback widget anywhere within your app: perhaps as a standalone icon or as part of a resource center<\/a>.<\/p> Feedback widgets provide users with a simple and convenient way to provide feedback on their experience with your app. This makes it ideal for feedback on-demand as customers can share their ideas and report issues at any time.<\/p> Now you know the different types of surveys you can trigger in-app, let\u2019s consider some best practices to observe to ensure your surveys are insightful and impactful.<\/p> Not all users will be able to give you valuable feedback in every situation. Therefore, it\u2019s important to identify and target only the right users for your feedback questions<\/a>.<\/p> For example, you can\u2019t ask a new user to provide feedback on an advanced feature they\u2019re yet to use. Similarly, you can\u2019t ask a power user<\/a> to rate the onboarding experience they had gone through long ago.<\/p> Contextual feedback collection is where in-app feedback especially excels over traditional collection methods. It enables you to collect user feedback<\/a> when the experience is still fresh in users’ minds.<\/p> Trigger surveys contextually after an event has occurred to get the user\u2019s thoughts before they fade or when they visit a specific page. For example, you can trigger a customer service survey immediately after a user interacts with your customer support team.<\/p> Feedback widgets work best when they are easily discoverable and accessible. When placed in a consistent and accessible location, they encourage more users to share their thoughts.<\/p> You can place them in page headers or footers, as an icon on the app\u2019s sidebar, as a top-level menu item, or as part of your in-app resource center.<\/p> Then, you can direct users to the widget using a simple tooltip to ensure they don\u2019t miss it.<\/p> One company that executed this really well is Dealfront<\/a>. They placed a feedback widget in a prominent spot within their UI, allowing users to report data inconsistencies effortlessly.<\/p> Clicking the icon triggered a quick survey for users to submit their findings.<\/p> The result? A nearly 50% survey completion rate, leading to significant improvements in data accuracy.<\/p> As users become accustomed to your product and you implement certain changes, their opinions on the product may change. It\u2019s important, therefore, that you collect feedback periodically to track these changes.<\/p> For example, you can send NPS surveys once every two or three months to track how your NPS score has evolved over that time. Similarly, you can trigger CSAT surveys each time you roll out new features.<\/p> The goal here is to see how users\u2019 opinions change over time and determine whether you\u2019re moving in the right direction. An increasing NPS score<\/a>, for instance, is proof you\u2019re doing something right \u2013 and vice versa.<\/p> You can automate the delivery of surveys so you don’t have to worry about manually sending them after a while.<\/p> Gathering user feedback is only helpful if you analyze it and act on it to improve your product. Survey analytics<\/a> helps you go beyond raw feedback data to identify patterns and meanings in responses.<\/p> For example, after launching a churn survey, analytics can help you identify the most common reasons why users churn. As you work to address it, you can also track how that reason evolves.<\/p> Survey analytics can<\/a> help you prioritize your efforts and measure your progress. It can also help you uncover hidden gems or unexpected patterns that reveal new opportunities or issues.<\/p> You can organize NPS responses by themes, making it easier to take action and enhance user experience.<\/p> Although close-ended questions are easy to answer and analyze, they often miss out on the why<\/em> behind the what<\/em>. Paired with an open-ended question, it allows users to elaborate on their responses.<\/p> For example, an NPS or CSAT survey can tell you how a customer views your brand (through their rating) but not why they view it that way. A follow-up open-ended question, however, reveals the reason for their rating.<\/p> Keep open-ended questions optional, as making them mandatory can lower survey response rates<\/a>.<\/p> Crafting good survey questions<\/a> is crucial for collecting accurate and valuable user feedback. To ensure your questions are of good quality, here are some bad questions<\/a> to watch out for:<\/p> \ud83d\udc49\ud83c\udffb That being said, below is a list of good survey questions that you can copy and use in your next survey.<\/p> Closing the customer feedback loop<\/a> involves responding to their feedback, and acting on it. This demonstrates to your customers that you listen, value, and act on the feedback they give you.<\/p> Closing the feedback loop increases trust in your brand and encourages users to share feedback in the future. Thankfully, it isn\u2019t a complex task to complete, as you can automate a follow-up message.<\/p> Sometimes, though, you may need to trigger a more detailed message afterward to address concerns in the user\u2019s in-app feedback.<\/p> Go beyond generic follow-up messages to show users with negative feedback just how much you care.<\/p> Thankfully, Userpilot offers two-way integrations<\/a> with Salesforce and HubSpot that enable companies to set up seamless email triggers. Trigger an automatic email when users leave a low score to reassure them of your concern and get more information.<\/p> Your goal should be to identify the root cause of their concern and address it, potentially turning them from naysayers or detractors to promoters.<\/p> Collecting and analyzing in-app feedback is crucial to ensuring you\u2019re on the right path. By observing survey best practices and choosing the right in-app feedback tool, you can be sure to receive fresh, valuable insights from users.<\/p> Userpilot<\/a> makes this process seamless. Book a demo<\/a> today to see how it helps you collect, analyze, and act on user feedback to drive product growth.<\/p>","protected":false},"excerpt":{"rendered":" In the ultra-competitive world of SaaS where data is everything, collecting and utilizing in-app feedback is the fastest way to close the gap between what you’re building and how your customers are interacting with it. Where do you begin, though? And, what in-app feedback tools are available for you? This article examines all of these questions in detail.<\/p>\n","protected":false},"author":51,"featured_media":264143,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","inline_featured_image":false,"footnotes":""},"categories":[770],"tags":[941,235,942,609,237,707,236,352,791],"class_list":["post-6035","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-ux-analytics","tag-collect-feedback","tag-customer-feedback","tag-feedback-collection","tag-in-app-feedback","tag-microsurveys","tag-saas-user-feedback","tag-user-feedback","tag-user-feedback-tools","tag-user-surveys"],"acf":[],"yoast_head":"\nContextual or transaction-related in-app feedback<\/h3>
Why should you collect in-app feedback in SaaS?<\/h2>
How can you collect feedback in-app?<\/h2>
Use in-app microsurveys to collect feedback<\/h3>
![\"An](\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2024\/03\/An-in-app-survey-created-in-Userpilot.gif\")
Use an in-app feedback widget for on-demand feedback collection<\/h3>
Best practices to follow when collecting in-app feedback<\/h2>
Gather in-app feedback from different segments for valuable insights<\/h3>
![\"Triggering](\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2024\/02\/Triggering-surveys-to-a-specific-segment-in-Userpilot.png\")
Collect in-app user feedback contextually to increase response rates<\/h3>
![\"Launching](\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2024\/02\/Launching-surveys-contextually-in-Userpilot.png\")
Make sure your feedback widgets are easily discoverable<\/h3>
![\"Dealfront](\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2024\/02\/Dealfront-feedback-widget-added-with-Userpilot.png\")
![\"Dealfront](\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2024\/02\/Dealfront-in-app-survey-created-using-Userpilot.png\")
Collect user feedback periodically to track changes in user sentiment<\/h3>
![\"Survey](\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2024\/02\/Survey-automation-in-Userpilot.png\")
Analyze customer feedback with survey analytics<\/h3>
![\"Tagging](\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2025\/03\/Tagging-a-response-in-Userpilot-.gif\")
Couple open-ended questions with close-ended questions for better insights<\/h3>
![\"Closed](\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2024\/02\/User-survey-in-Userpilot-2.gif\")
Avoid bad survey questions when collecting user feedback<\/h3>
Always close the customer feedback loop<\/h3>
![\"Closing](\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2024\/02\/Closing-the-feedback-loop-with-an-automated-message.png\")
Follow up on negative customer feedback with an email<\/h3>
Ready to start gathering and analyzing in-app feedback?<\/h2>