Solving an identified problem – Asking for feedback

Another good feedback tool is asking your users directly.

This can be done by email if they’ve ordered.

Or having a popup when they’re browsing.

Be careful with the popup approach as you may lose the user.

Depending on the type of questions, you can get more qualitative feedback.

If you’ve tagged all interactions on your site, qualitative data can be more interesting as you have a lot of quantitative data.

The information can be invaluable in understanding your users, and thereby serving them.

But, be careful with checking what type of user they are.

Are they a new user? A returning one?

For example, If your site hasn’t been updated in a long time, your repeat customers are used to your site.

They’re convert well because of how they know the site, and are happy about it.

Make sure to take their opinions into consideration, as chasing new customers can make you lose your current revenue stream.

This is where the customer journey analysis comes in.

You can take the qualitative data and compare it to the analytics to see if it’s a widespread problem.

You may remove a hurdle for a new user, but introduced one for a returning user.

You should follow up to see that returning users are not struggling with new designs and features.

Following customer journey’s shows you what hurdles they’re stumbling on compared to earlier.

That is the power of having data from all interactions, available to analyze at any time.

– Samy