How do you measure how much your users like your product? This is one of the essential question that every founder needs to answer to make the right decisions - to move the product ahead.
In some lean startup related discussion I stumbled accross the idea of asking your users if they were sad if the used product would vanish. As the lean startup is all about validating assumptions based on data and turning them into "validated learnings" this simple way of measuring a user's attachment was an idea that spoke to me. I wanted this for connex.io but our designer Thierry convinced me that we had to adapt the idea for it to work in our context. And we did.
Based on the simple idea outlined we created a small form on which we simply ask our users if they are happy or not. We adapted the question because we feared the original phrasing would scare away users looking for a reliable, thrustworthy system. In our case we felt it was a necessity because people see their address book as very valuable and want to know that it is stored safe and secure.
Based on the reformulated question we started gathering feedback. Around 10% of our active users have provided feedback this way. The ratio of YES and NOs has been within what we expected but the box has allowed users to give feedback that is much more valuable than just a YES or NO. It gives people an easy way to vent their frustration if something went wrong. People seem to click on NO almost instinctively providing us with an opportunity to help them and turn them around.
We mainly use Uservoice to provide our users with help and gather feedback but this box has proven to do better in helping us to reach out to unhappy users.
We were wondering why users click on the button when they do not contact us through a service such as Uservoice? We believe that it is almost effortless to click one of the buttons and that some users probably already feel better simply by clicking.
How does our box work?
The box is simple. A question and two buttons. Although simple almost every user we talk to has noticed it. Once a user clicks YES or NO the click is registered and the user is given the opportunity to expand upon their click.
If expanded or not we are sent an email notifying us about the happy or unhappy user (including the comment if there was one) which allows us to react in near real time if a problem occurs. We can thank the user for their feedback and if a user is unhappy we can ask him what went wrong, what he expected to go differently and how we can help.
Over 50% of these emails to unhappy users get a reply by the user and often they already are halfway back to being happy.
It is a seamless way to get in touch with our users without them having to do more than expressing an emotion and allowing us to provide our users with surprisingly good customer service.
Summing up: This feedback mechanism has allowed us to realize in near real time when something goes wrong for one of our users and we can offer them help and solutions. I can only recommend to every startup to start using a similar mechanism. It is the best way we have found so far to let users initiate contact giving you a reason to reach out to them and build a relationship - wheter the first reaction was positive or negative.
In some lean startup related discussion I stumbled accross the idea of asking your users if they were sad if the used product would vanish. As the lean startup is all about validating assumptions based on data and turning them into "validated learnings" this simple way of measuring a user's attachment was an idea that spoke to me. I wanted this for connex.io but our designer Thierry convinced me that we had to adapt the idea for it to work in our context. And we did.
Based on the simple idea outlined we created a small form on which we simply ask our users if they are happy or not. We adapted the question because we feared the original phrasing would scare away users looking for a reliable, thrustworthy system. In our case we felt it was a necessity because people see their address book as very valuable and want to know that it is stored safe and secure.
Based on the reformulated question we started gathering feedback. Around 10% of our active users have provided feedback this way. The ratio of YES and NOs has been within what we expected but the box has allowed users to give feedback that is much more valuable than just a YES or NO. It gives people an easy way to vent their frustration if something went wrong. People seem to click on NO almost instinctively providing us with an opportunity to help them and turn them around.
We mainly use Uservoice to provide our users with help and gather feedback but this box has proven to do better in helping us to reach out to unhappy users.
We were wondering why users click on the button when they do not contact us through a service such as Uservoice? We believe that it is almost effortless to click one of the buttons and that some users probably already feel better simply by clicking.
How does our box work?
The box is simple. A question and two buttons. Although simple almost every user we talk to has noticed it. Once a user clicks YES or NO the click is registered and the user is given the opportunity to expand upon their click.
If expanded or not we are sent an email notifying us about the happy or unhappy user (including the comment if there was one) which allows us to react in near real time if a problem occurs. We can thank the user for their feedback and if a user is unhappy we can ask him what went wrong, what he expected to go differently and how we can help.
Over 50% of these emails to unhappy users get a reply by the user and often they already are halfway back to being happy.
It is a seamless way to get in touch with our users without them having to do more than expressing an emotion and allowing us to provide our users with surprisingly good customer service.
Summing up: This feedback mechanism has allowed us to realize in near real time when something goes wrong for one of our users and we can offer them help and solutions. I can only recommend to every startup to start using a similar mechanism. It is the best way we have found so far to let users initiate contact giving you a reason to reach out to them and build a relationship - wheter the first reaction was positive or negative.
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