UX Planet

AUGUST 21, 2024

Customer Satisfaction Score (CSAT) is a metric used to gauge customer satisfaction with a product or service. It’s one of the most commonly used customer feedback metrics because it’s simple to measure and interpret. In the second case, CSAT can help track satisfaction over time and identify trends.

Customer Satisfaction 97

Customer Satisfaction Customer Experience Customer Feedback User Testing 97

Product Talk

DECEMBER 21, 2022

I recently sat down with fellow Product Talk coach and instructor Hope Gurion to discuss some of the common mistakes we see teams make when it comes to defining outcomes. Teresa Torres: We’re product discovery coaches. Very few product teams directly impact those outcomes. Full Transcript.

Product Research 264

Product Research User Testing Customer Satisfaction Customer Experience 264

Userpilot

NOVEMBER 8, 2022

What are feedback loops? How can product managers use them to build better products that your customers will love? That’s exactly what Peep Laja, the Founder and CEO of CXL and Wynter , talked about in his presentation at the 2022 Product Drive Summit ! How to Speed Up Your Feedback Loops by Peep Laja.

Product Research 85

Product Research Feedback Loop User Testing Feedback Software 85

Intercom, Inc.

MARCH 14, 2019

It’s little wonder that the CMO Council reports that only 14% of marketers say that customer centricity is a hallmark of the companies they work for and fewer still – just 11% – believe their customers would agree with that characterization. Leela Srinivasan , CMO at Survey Monkey, is on a mission to change this.

Product Research 178

Product Research User Testing Customer Feedback User Friction 178

Intercom, Inc.

MARCH 16, 2021

This is costly not just for your team’s bandwidth and budget – but also for your customers’ satisfaction and overall perception of your brand. Proactive support can drastically reduce the number of conversations that reach your support team, all while increasing customer satisfaction and retention.

Data Visualization 201

Data Visualization User Friction Onboarding KPIs Outbound 201

Userpilot

JANUARY 27, 2023

Looking for excellent evaluative research design examples? In this article, we explore various evaluative research methods and best data collection techniques for SaaS product leaders that will help you set up your own research projects. Fake door tests are a popular and cost-effective validation technique.

User Testing 89

User Testing Product Research Research Software Feedback Software 89

Product Management Unpacked

SEPTEMBER 17, 2021

Of product development and improvement. Of capturing customer feedback. And of the process for achieving product success. Of course,ownership of the processfor developing and improving products and services comes with its own set of rewards, as well as challenges. Ownership of the strategy.

Product Management 204

Product Management Product Manager Product Research User Testing 204

Split

JUNE 14, 2024

Customer feedback can fine tune your product roadmap. Receiving this feedback and acting upon it quickly can be the difference between an exiting new product or feature, or a project that is stuck in the mud. This approach allows product teams to refine their offerings based on user data.

Product Research 52

Product Research Feedback Loop User Testing Customer Feedback 52

Intercom, Inc.

MAY 25, 2021

And as support leaders and decision makers, how should you navigate this transition to set your team, organization, and customers up for long-term success? The resulting study, Drive Conversational Experiences for a Future-Ready Customer Support Strategy , found that: Messenger-based support is now the second most used support channel.

User Testing 260

User Testing Customer Experience Customer Feedback Product Research 260

Userpilot

FEBRUARY 17, 2022

The term “user testing” is one I’ve seen make the rounds quite a bit in the product management world. But did you know that “user testing” isn’t actually the correct term? When thinking of user testing, many people actually mean usability testing. What does user testing do?

User Testing 116

User Testing Product Research Customer Feedback Research Software 116

Userpilot

JUNE 30, 2022

What are UX surveys and when should you, as a UX designer use them? Conducting UX research and analyzing customer feedback helps you stay relevant to your customers and drive retention. UX survey is one of the most common UX research methods for getting both qualitative and quantitative insights from your users.

Product Research 89

Product Research User Testing Feedback Software Research Software 89

Intercom, Inc.

FEBRUARY 3, 2022

He’s written New York Times best-selling books such as Talk Triggers and Hug Your Haters , hosted and spoken in hundreds of events, and founded Convince & Convert , a digital strategy consulting firm that helps businesses gain and keep more customers. It’s easier to test new customer acquisition strategies.

Customer Experience 223

Customer Experience User Testing Product Research Research Software 223

The Product Coalition

JUNE 28, 2022

Market research is the process of gathering information about your business's buyer personas, target audiences and customers. Market research also helps to provide a deeper understanding of the varying market factors, such as the nature of the market, the problems of the users, and the value of what you are building.

User Testing 118

User Testing Market Research Product Research Research Software 118

Intercom, Inc.

MAY 26, 2022

In order to gather the data necessary for this equation, you should ensure you’re recording how often customers’ queries are being responded to on the first contact, and how many queries you’re receiving overall. . One way of gauging that is by surveying customers after they contact customer support to check if their issues were resolved.

Data Visualization 210

Data Visualization Customer Satisfaction Product Research Customer Experience 210

Intercom, Inc.

APRIL 7, 2020

As the coronavirus outbreak upends lives and businesses everywhere, support teams are increasingly the first place that customers turn to for guidance. Our new research reveals the impact it’s had on these teams. With customer care more important than ever, how are support teams adapting to this new uncertain reality?

Customer Experience 217

Customer Experience Reporting Tools Research Software Data Visualization 217

Product Talk

FEBRUARY 8, 2017

Product management is evolving quickly. The days of gathering requirements from business stakeholders and documenting them in long product requirements documents are vanishing. We no longer take months or years to release value to our customers. Instead, product teams are experimenting their way to viable solutions.

Product Research 100

Product Research Research Software User Testing Reporting Tools 100

Alchemer Mobile

DECEMBER 21, 2022

Retarget using behavior and mobile customer engagement history Retarget based on shifts in sentiment Then show the importance of targeting your customers with mobile surveys, and provide tips on how to effectively use them to drive mobile customer engagement and feedback. Let’s jump right in.

User Testing 130

User Testing Customer Feedback Feedback Software Product Research 130

Userpilot

MARCH 13, 2023

Any savvy SaaS owner or product manager should have a roster of product survey questions to draw from when gathering valuable data. What better way to gather customer feedback ? TL;DR A product survey is a tool used by companies to gain valuable insights from customers in a structured way.

Product Research 83

Product Research Customer Feedback User Testing Customer Experience 83

The Product Coalition

AUGUST 28, 2023

The Software Development Life Cycle provides a practical framework you can apply to your product and improve your processes. It helps us meet customers’ demands, needs, and expectations. With the support of the SDLC, You can track and control your calendar, and increase productivity and speed of development.

Feedback Software 141

Feedback Software Reporting Tools Software Developers Software Development 141

Intercom, Inc.

MAY 6, 2020

Customer Satisfaction Score (CSAT) is by far the most popular customer service quality metric used across all industries and teams of all sizes. Letting your customers be the sole judges of what you do neglects your own values and expectations for your support team’s performance. Choose who should do the reviews.

Data Visualization 231

Data Visualization Customer Feedback Reporting Tools User Testing 231

Product Talk

DECEMBER 13, 2023

Tweet This As a quick reminder, your outcome should be something the product team is able to directly influence, but it also needs to connect to a business outcome like growing revenue. And when you add other limiting factors, like having a small number of users or a long sales cycle, arriving at a good outcome is even trickier.

Data Visualization 283

Data Visualization Analytic Tools Technical Review Reporting Tools 283

Intercom, Inc.

MAY 30, 2019

When we ship, we of course have done our diligence with research and design, but we’re also keenly aware that there’s so much we don’t know. Unlocking the power of feedback. Des: We’ve just launched a product recently in Product Tours. But humility too.

User Testing 194

User Testing Feedback Software Customer Feedback Data Visualization 194

Userpilot

JANUARY 28, 2024

Looking for micro survey templates to collect quick user feedback? This article guides you through important surveys to implement across the customer journey. You will also learn best practices to ensure high response rates while collecting accurate feedback. What are micro surveys and their benefits?

User Testing 69

User Testing Customer Feedback Product Research Feedback Software 69

The Product Coalition

JANUARY 25, 2024

We’d like to thank Tremis Skeete, Executive Editor of Product Coalition for his valuable contributions in the research, development and writing of this article. We also thank Product Coalition founder Jay Stansell, who has provided a collaborative product management education environment.

Artificial Inteligence 140

Artificial Inteligence Reporting Tools Feedback Software Research Software 140

Userpilot

JANUARY 14, 2023

What is product success? What can product managers do to improve their chances of building successful products? How can they measure that their product is on a path to success? Successful SaaS products satisfy user needs and realize organizational business goals. Are you ready to dive in?

Feedback Software 86

Feedback Software Research Software Product Research User Testing 86

Userpilot

OCTOBER 27, 2022

What is iterative testing? How can it help product managers build products that drive value for their customers? Iterative testing involves running repeated experiments on your product features to evaluate their effectiveness and identify improvement opportunities. What is iterative testing?

User Testing 93

User Testing Product Research Feedback Software Testing 93

Userpilot

APRIL 30, 2024

And does it work with the product-led growth model? The approach makes your company more customer-centric , improves customer satisfaction and retention , and gives you a competitive edge. A robust customer success strategy enables customers to get the most out of the product.

Feedback Software 89

Feedback Software Analytic Tools Product Research Data Visualization 89

Userpilot

JULY 9, 2023

How do you evaluate product usability to guide the product design process? TL;DR Product usability describes how easily customers can use a product to achieve their goals. Product usability makes a huge difference to the overall quality of the product and its chances for success in crowded markets.

User Testing 84

User Testing Customer Experience Customer Feedback Product Research 84

Userpilot

FEBRUARY 26, 2023

Looking for some great customer retention survey questions to include in your feedback form? Customer retention surveys are the lens through which you can see how people are feeling about your brand. The goal is to get valuable insights into customers’ needs and use this information to improve retention.

Product Research 90

Product Research User Testing Feedback Software Customer Experience 90

Alchemer Mobile

AUGUST 23, 2024

As a company that helps other brands understand, analyze, and act on customer feedback, we prioritize collecting lots of feedback from our own customers. This feedback helps us understand what we are doing well and discover opportunities for improvement. Makes sense, right?

Feedback Software 130

Feedback Software Research Software Analytic Tools Reporting Tools 130

UX Planet

OCTOBER 24, 2024

The canvases listed below can streamline the product design process and will help you consider the bigger picture when doing individual design activities. BMC components Customer segments: Different groups of people or organizations that your business aims to serve. The goal is to match the Customer Profile with the Value Map.

User Testing 105

User Testing Data Visualization Product Research Research Software 105

Userpilot

SEPTEMBER 7, 2023

Surveys are one of the most effective ways to collect user feedback and actionable product analytics. In this guide, we’re going to go through: The SaaS analytics you can gather through surveys. Which survey delivery method is best? Why should you analyze SaaS survey data? Let’s get into it!

Analytic Tools 76

Analytic Tools Data Visualization Feedback Software Product Research 76

Userpilot

AUGUST 30, 2024

What are the different marketing research methods product marketing teams can use to inform their strategies? You will also learn about different types of market research and how to conduct it step by step. Conducting market research offers numerous benefits, including a better understanding of customer needs and market trends.

User Testing 72

User Testing Research Software Market Research Product Research 72

Intercom, Inc.

APRIL 6, 2022

At our recent New at Intercom event, we invited two of our customers, Atlassian and Coda, to speak with our Chief Product Officer Paul Adams about how they’re creating great customer experiences while also driving growth across their businesses. Now, he oversees support for both Atlassian’s Opsgenie and Statuspage products. “As

Customer Experience 230

Customer Experience User Testing Customer Feedback Customer Communications 230

Alchemer Mobile

DECEMBER 28, 2021

This takes some basic research but tools like Statista can help you quickly gather high-level data. Of course, there are exceptions to every rule, but these generalizations are a great starting point to make informed decisions. Nationality.

User Testing 246

User Testing Customer Experience Customer Feedback Feedback Software 246

The Product Coalition

OCTOBER 30, 2023

This was the third conversation we were having about the product, an app that served our own company along with external customers. And we all know that internal customers take more work to manage. We shifted from functional and feature budgeting to portfolio and product budgeting. an angry internal stakeholder shouted.

Roadmap 121

Roadmap Feedback Software Onboarding KPIs User Testing 121

Userpilot

AUGUST 10, 2023

Looking for the types of NPS surveys and their nuances? Understanding NPS types will help you measure customer sentiment the right way. You’ll easily spot friction across critical customer touchpoints and address them to smoothen the user experience. Trigger based on average lifetime and product usage frequency.

Product Research 74

Product Research Feedback Software Analytic Tools Data Visualization 74