A website feedback tool is essential for any business today that wants to optimize its customer experience and improve conversion rates. However, not all feedback tools are created equal, so it's important to know what you're looking for before selecting.
Choosing the right website feedback tool can be a daunting task. There are many options to choose from, and there is no one-size-fits-all solution. In this article, we will explore some of the most popular feedback tools available on the market today and highlight their strengths and weaknesses.
What is a website feedback tool?
Website feedback is a way to collect valuable insights and feedback from customers and website visitors about your website. It helps you understand how people interact with your site, what they like, and what they don't like. They can be used to improve user experience on the website, track customer opinions, and provide insights into how people use the site.
A website feedback tool is a great way to track and manage critical feedback from your website visitors. These tools help collect, analyze, and help understand the visitor's behavior and preferences.
What are the types of website feedback?
Voice of the Customer Surveys: The Voice of the Customer Surveys help companies understand what their customers want and how they feel about a specific product or service. They help them get feedback on what they need to change to improve their customer experience.
The goals of the voice of customer survey tools like Hubspot, Feedbackify, Survicate, etc., are to collect insights to improve products and services, as well as to provide overall customer satisfaction and excellent customer support. VOC surveys come in many forms, from open-ended questions to multiple-choice and yes/no questionnaires. It supports regular NPS, CSAT, and CES surveys as well.
Voice of the customer surveys helps collect feedback from customers and potential customers on how they view a product or service that can be used to assess customer satisfaction and measure their willingness to buy it again in the future.
With that said, Voc surveys come in various forms, like:
- Pop-up surveys (immediately appear on a specific trigger).
- Exit surveys (when you attempt to leave the website).
Feedback Widgets: A feedback widget is a way for a company to get feedback from its customers and visitors. They are typically embedded buttons on the company's website which offer customers an opportunity to provide feedback on the website, products, or services they were provided with.
Feedback widgets provided by customer feedback tools like Rapidr, Hotjar, etc., support interactive forms to get feedback from its customers about their experience with the product or services. Feedback widgets also help developers get instant feedback about how users find their product, fix bugs, improve design, and develop new features.
Feedback widgets are much more than just a way to collect feedback; they’re also an opportunity to learn about your users and improve your site based on their needs and wants and provide excellent customer support. Feedback widgets can take many forms. Some may be simple questionnaires, while others may be more complex with multiple questions and answers.
Feedback Forms: Feedback forms are an easy way to get information about your site and what people think about it. Feedback forms allow you to collect data on specific topics or aspects of your site that you want more insight into.
For example, if you want to know what people think about the design of your site, you can ask for their opinion through a specific question or set of questions on the form. Tools such as Typeform, Google Forms, etc., are used as feedback forms on various websites.
Feedback Pages: Companies use the community feedback tools such as Rapidr, Uservoice, and UserEcho to get feedback from their customers. They are usually in the form of feedback forums and feedback pages. Feedback pages are a great way to collect feedback from your customers and make adjustments accordingly.
Companies create dedicated feedback pages to provide an open forum to their customers to suggest new ideas, report bugs, and understand their views on the features they are developing. When feedback pages are combined with public roadmaps and product changelog, they create an end-to-end solution to close the user feedback loop.
With tools like Rapidr, companies start a complete product development cycle by listening to customers' ideas, asking for their opinions, prioritizing features, and feedback based on business objectives, and showcasing progress with public roadmaps and changelogs.
Visual feedback: Visual feedback, also called usability feedback, directly captures feedback from users. Visual feedback tools provide a more visual way of giving feedback by pointing out specific page elements (including buttons, text, images, or elements) and giving feedback on those.
Visual feedback tools help designers and developers understand how users interact with their products, such as BugHerd, Usersnap, Marker, etc.
Traditional Surveys: Traditional surveys allow you to ask questions and get answers in a quantitative manner. They also help you understand your audience's demographics better and find out what their preferences are when it comes to content, design, etc.
Online survey tools such as SurveyMonkey, Qualtrics, and Mopinion are used for marketing research, customer satisfaction, employee engagement, and internal processes. They can help companies make decisions on how to improve their products and services by gathering feedback from their customers or employees.
Reviews and Ratings: The customer is king, and customer reviews and ratings are the new forms of royalty. According to research, more than 90% of customers read online reviews before buying. Reviews and ratings are a great way to get an idea of the quality of a product or service. They help people make informed decisions before buying something or using some product.
A review evaluates something, such as a product, service, or performance. Reviews are written by customers and maybe about a product or an experience. A rating is an assessment of one item's relative quality compared to another item. Ratings can be "good," "poor," "excellent," etc., but are usually on some kind of scale-like 1-10 or 1-5 stars.
Online Review and Rating tools such as TrustPilot, Bazaarvoice, Podium, etc., allow users to share their thoughts on products and services online in reviews and collect user ratings on their products or services.
What are the benefits of using a website feedback tool?
Website feedback tools will not only help you collect feedback from website visitors but push your company in the right direction for growth. They allow you to understand better what your customers think about your product or service. Benefits of using website feedback tools:
- Website feedback tools help assess the performance of a website and its design. It also provides insight into what visitors think about the website and its experience.
- Website feedback tools help identify potential problems with a website and product before they become too severe or provide essential insights into how visitors are interacting with your site.
- They help you improve your conversion rates by providing access to valuable data that will help you create a better user experience for your visitors.
- Website feedback tools can help you understand what your visitors want and need and understand what they like or dislike about your site.
- Creates a one-on-one connection with the customers. It helps you improve customer satisfaction by collecting their feedback and giving them a voice on how they feel about your product or service.
- It gives you insights into the user experience, which is vital for developing new features or changing existing features.
How to choose a website feedback tool?
Many website feedback tools are available in the market, but there is no one-size-fits-all. Choosing a tool that best suits your needs and budget is essential. Many factors can help you choose the best website feedback tool for your needs, like its features, price, and compatibility with other software. To select a website feedback tool, you need to consider the following factors:
- Which features do you need in a website feedback tool?
- What type of feedback are you trying to collect?
- What are your preferences in terms of design and usability?
- Why are you collecting feedback? What is your goal?
- Is it mainly for customer feedback or employee feedback?
A good website feedback tool should have all these features:
- Simple, intuitive interface
- Easy installation
- Customizable questionnaires that suit your needs
- Responsive customer support
Track Feature requests: Capture feature requests from customers, and manage and prioritize features all in one place, with feature tracking/ feature voting tools like Rapidr, Uservoice, etc.
Usability Testing: Understand how customers use your product to fix UI and user experience issues with usability testing tools like UserTesting, Usersnap, etc.
Bug Reporting: Track bugs from your customers and team members either with a form or visual feedback, and update your stakeholders whenever those bugs are resolved with bug tracking tools like Rapidr, BugHerd, etc.
Collect NPS & CSAT Scores: Traditional survey tools are used to collect Net Promoters Score(NPS) and Customer Satisfaction Score(CSAT) from customers to gauge customer loyalty and satisfaction, try SurveyMonkey, Survicate, etc.
Collect Feedback: Create and share a dedicated feedback page for collecting all types of customer feedback, prioritize ideas also with showing progress with a public roadmap, and close the feedback loop with feature release notifications, with customer feedback tools like Rapidr, etc.
Online Reviews: Collect online reviews and ratings from your customers, which would act as social proof, and help build trust between the company and customers with review platforms like TrustPilot, Bazaarvoice, etc.
Improve Conversions: Improve conversions and understand when do users signup, what happens after a visitor lands on the page, and what features and content drive them to pay; website analytics tools like Hotjar, Pendo, etc. can help.
In-app Feedback: Collect feedback from users in the app and track user behavior without sending them elsewhere with in-app feedback tools like Rapidr, Pendo, etc, to improve the overall user experience.
Top 16 Website Feedback Tools in 2022
Rapidr is website feedback and feature tracking tool that helps manage the entire feedback lifecycle, from capturing feature requests to prioritizing features, informing product roadmap, and sharing product updates with changelog.
Rapidr allows you to capture and track all user feedback and organize and analyze it in a centralized location. Then, inform your roadmap with the most critical feedback, and notify users of what's new with release notes.
Rapidr Pricing: Starts at $19/month.
Use case: Best for feature requests tracking, website feedback, online feedback, idea management, feature voting, feedback widget, in-app feedback, roadmapping, and product changelog.
Interested? Start your free trial today.
Hotjar is a game-changing analytics tool for page view and user session recordings. It offers analysis and feedback, including heatmaps, form analytics, and visitor recording. With these analysis tools, companies can monitor and measure user behavior. In addition, it provides visual representations of website visitors and their usage behavior.
Hotjar helps users create customizable surveys and feedback polls and trigger them on various occasions, such as immediately after the page loads or when a user is trying to leave a page.
Hotjar Pricing: Starts at $39/month.
Use case: Best for website analytics, user behavior visualizations, and tracking.
TypeForm is a survey software solution for handling customer feedback management processes that allow the creation of intuitive forms, surveys, and questionnaires. It supports the survey design process with a wide range of templates offered, and the surveys can be built for different business-centric purposes, such as lead generation.
The free version of Typeform includes features like unlimited questions & answers, data export options, readily-made templates, and custom-designed themes.
Typeform Pricing: Starts at $35/month.
Use Case: Best for user & traditional online surveys
UserVoice was launched in 2008 and had many customers worldwide and caters to enterprise companies that want to gather customer feedback, process support requests, and increase customer satisfaction.
UserVoice allows companies to create feature request voting boards for customers to share their ideas, opinions, and votes, as well as helps avoid duplicate feedback.
Uservoice Pricing: Contact for a custom quote.
Use case: Best for product feedback management.
Usersnap is visual feedback and bug tracking tool that allows screenshots of the current browser content to communicate effectively about issues and share feedback between developers, customers, and everyone involved to improve user experience.
Usersnap Pricing: Starts at $69/month
Use Case: Best for visual feedback and usability testing.
SurveyMonkey all in one survey tool that helps Users run customer satisfaction surveys(CSAT) and NPS to get feedback on products and services and employee engagement surveys to understand employee satisfaction within the company.
It allows users to send surveys and check on results from a dashboard with specific filtered points showing only desired parts of your survey. It helps identify customer loyalty patterns and capture live feedback.
SurveyMonkey Pricing: Starting from $25/month
Use Case: Best for online surveys and customer insights
Pendo is an easy-to-use product analytics tool that provides great insights into customer behaviors. Pendo Feedback helps collect customer requests directly in your application without interrupting the product experience. Internal teams can also create requests on behalf of customers and submit them as internal feedback.
Pendo Pricing: Custom Pricing
Use case: Best for product analytics and feedback
HubSpot is a CRM platform that offers customer feedback options as a part of its Service Hub product and helps companies attract visitors, convert leads, and close & retain customers.
Hubspot help customers feel heard and valued throughout their journey with CRM-powered customer feedback surveys such as Net Promoter Score (NPS) survey to measure customer loyalty over time, Customer Effort Score (CES) surveys to understand how easy it is for customers to get the support on time, and Customer Satisfaction Surveys(CSAT) to understand how satisfied customers are a in the customer journey.
Hubspot Pricing: Starts at $45/month.
Use case: Customer feedback surveys, NPS, and CSAT Surveys
Survicate is a survey and NPS software that helps you capture more customer feedback and deliver a better experience. Send targeted surveys by email, links, or chat, and choose from a library of predefined surveys.
Run targeted surveys on websites to collect customer feedback supported with dashboarding capabilities, CSV and XLS exporting options, and NPS analysis.
Survicate Pricing: Starts at $129 per feature, per month
Use Case: Best for customer experience and NPS surveys.
Trustpilot is a customer review management tool that helps you connect and build trust with customers and potential customers. It automates your review collection process, invites customers to provide feedback, and provides a dashboard to measure the number of reviews collected and respond to the assessments.
It also offers widgets to attach to websites and show great reviews to increase CTR and conversions on paid search and amplify your online presence with Trustpilot.
Trustpilot Pricing: Starts with a free plan.
Use Case: Online reviews and ratings
Qualaroo is a Voc survey feedback platform that helps gain qualitative insights through easily accessible website surveys. Its key features include sentiment analysis, cookie targeting, data streaming, custom properties, and responses. It also provides a library of questions to form the basis for your survey questions.
Qualaroo Pricing: Starts at $100/month.
Use Case: Best for website and UX feedback and surveys.
UserReport helps you identify your users and track their satisfaction while visiting your website. UserReport is an online survey and feedback management system that offers a platform to collect user data and feedback.
UserReport Pricing: Contact to get a quote.
Use Case: Online surveys, community feedback.
Mopinion empowers its users to create customizable online feedback forms including various CX metrics such as NPS, CES, and CSAT, and trigger them based on rules such as mouse movement, exit intent, and much more.
It also includes visualization in customizable dashboards and text analysis and labels. Users can use proactive alerts and role-based views to act upon feedback.
Mopinion Pricing: Starting at $229/month.
Use Case: User feedback forms, NPS, and, CSAT forms.
UserEcho gives the opportunity to create a modern community to support customers in a few minutes; it includes a support forum with the possibility of voting for ideas on feedback forums, helpdesk, and live chat.
UserEcho Pricing: Charges a license price per agent.
Use Case: Feedback forums, customer support.
Bazaarvoice is a website feedback platform that allows you to capture ratings and online reviews from your customers, as well as ask & answer questions through the platform’s built-in portal.
Pricing: Custom pricing options
Use case: Online ratings and reviews
Qualtrics is an online survey and questionnaire tool that offers nearly many question types and survey templates. It supports features such as display logic and email triggers for surveys. Qualtrics helps understand customers at every meaningful moment and take actions that deliver breakthrough experiences with feedback surveys.
Qualtrics Pricing: Custom Pricing
Use case: Online surveys.
How to get started with website Feedback?
While there are many tools to help you capture, organize, and prioritize feedback, you should consider the one that enables you to uncover the insights from the feedback without jumping through hoops.
The ideal website feedback software should not only do all the basics but take all the other housekeeping off your plate. It should notify customers about new releases, thus completing the feedback loop, providing actionable insights, and rallying everyone around the roadmap.
Rapidr does all that, and even more.
Rapidr helps SaaS companies be more customer-centric by consolidating feedback scattered across different apps, prioritizing requests, communicating with customers, and closing the feedback loop.