Recently, in a discussion with our customer success team, I was surprised to learn something new about the capabilities of the Mopinion platform. As more and more people adopt our solution, new, original ways of using our feedback forms keep coming to the fore. So, we thought we’d share these use cases with you for some inspiration. Collaborated by the product, marketing and customer success teams, this blog dives into ten ways you probably didn’t know you could use Mopinion’s customer feedback forms.
In this blog, we dive into the following use cases for Mopinion customer feedback forms;
- Collect content feedback
- Plan website maintenance
- Direct your visitors with feedback forms
- Carry out fake door research
- Invite customers to your panel
- Close the loop with feedback
- Collect feature requests
- Book a demo
- Gather hiring practice feedback
- Get chatty with conversational feedback
First off, let’s examine why Mopinion is the best tool for gathering invaluable feedback from your digital audience.
Mopinion empowers users to collect and analyse feedback from websites, mobile apps and email campaigns in real-time. It’s very easy to build, design and configure feedback forms however you like. Of course, the way in which you display your feedback forms has a massive impact on the feedback you receive. The diverse platform and easy-to-use interface means there are endless possibilities and use cases, depending on what your goal is. Let’s dive into some of the lesser known ways of using Mopinion customer feedback forms.
If you’re unsure of where to start with customer feedback, we recommend checking out some of our other blogs. Otherwise, keep reading to discover how you can get the most out of Mopinion feedback forms.
1. Collect content feedback
Content largely defines the success of your business, so why wouldn’t you make it a priority to have the best website content out there? Content performance surveys are the perfect way of keeping things like product content, online support features and blog posts in tip-top shape.
For example, let’s say you have a blog about the importance of customer feedback for user experience designers or researchers. You could trigger a slide-in form that pops up after thirty seconds or so, that engages the visitor in a friendly way.
Be sure to adapt your survey to the style of your website with the right colour and font. And remember: Don’t make it too complicated. Short, to-the-point, or even, microsurveys are favoured by your customers.
2. Plan website maintenance
As we all know, your website is your twenty-four-hour salesperson. It is the digital face of your brand, and therefore must be well looked after and updated regularly. That means, website maintenance has to happen, and although not ideal, your website must sometimes be ‘out of office’.
To avoid disappointing your website visitors and potential customers, a customer feedback form is a great way to ask your website visitors when would be the best time to schedule website maintenance.
This can be done in the form of a micro survey to simply let your visitors know that you’re planning maintenance, and that you’d like to know when is the most convenient time for this to happen.
Then, when the maintenance is taking place, you can trigger another form to let them know what’s happening. Either embedded or a slide-in survey, these can be designed in a way that your audience will know this is essential information. Use colours, fonts and copy to ensure your message is clear and concise.
A final option would be to extend the survey, and provide contact information for someone in your organisation for urgent requests or, you could trigger follow-up questions to gauge the visitors intent, and why they’re on your website.
3. Direct your visitors with feedback forms
Let’s say you have a blog live about your new pricing structure, and perhaps you want to lead users from the blog page to your pricing page. You could trigger a pop-up customer feedback form to engage with your visitors and then ask them whether they’re interested in hearing more about your pricing or extra services. Insert a link and lead the visitor to the correct page through your form.
Or, let’s say you have a feedback form on a blog about the ten most popular product feedback tools of the year. The feedback form could ask a simple question relating to the content, for example, you could ask, ‘Are you interested in [your solution]? Check out our customer testimonials here!’ and supply a link to the page on your website where the visitor can find more information.
These feedback forms can be very useful for directing your visitors to the right place at the right time, boosting your site’s overall performance and customer satisfaction.
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4. Carry out fake door research
Another great use case for Mopinion that you might not know of yet is using feedback forms as part of your ‘fake door’ research. If you’re unfamiliar with fake door research, it’s a technique used to quickly test the practicality of new ideas before committing to their development. Inside your website, app or platform, you can have a ‘fake door’ or false CTA for a new feature or offering. Once a visitor clicks on the ‘fake door’ you can trigger a customer feedback form to follow up.
For example, you could say something like ‘Thanks for your interest! Unfortunately, this product is not available yet. But you helped us a lot by clicking on this.’ This way, you’ll know that there is a demand or at least a curiosity for your new product or feature.
Then you could ask something like, ‘Imagine that this product is available: how likely are you to visit our shop?’ And you could go even further and ask: ‘Lets say this product is not available in your nearest [your store]. Are you willing to travel longer to a [your store] where the product is in stock?’ These questions can be very helpful for gauging how important the new feature is or will be to your users.
5. Invite customers to your panel
A customer panel gives you a much-needed picture of customers’ opinions. This type of research allows you to gather constructive customer feedback at a low cost to you. And, since participants have opted to take part in the research, your response rates tend to be quite high.
A great way to engage with your customers easily and extend an invitation to participate is by using a Mopinion survey. We actually did this earlier this year, and created a slide-in survey triggered within the Mopinion platform. The results were brilliant, with 48% of respondents eager to take part in our research. See the feedback form below!
6. Close the loop with feedback
Let’s say you’ve received several feedback responses, telling you that there’s a bug on a certain page of your website. While you get busy working to resolve this issue, you might want to let your visitors know that you’re aware of the issue, and you’re busy fixing it.
Your feedback inbox is already clogging up, and you need to find a way to update your users. You can do this with a feedback form, as a pop-up or even embedded onto the specific page to let your visitors know what’s happening.
As well as notifying your visitors of the known bug or issue, you can use the survey as an opportunity to gather more information from respondents. The example above features an ‘I need help’ button, for this form you could trigger follow-up questions to help gauge the visitors issue. Provide a space for them to fill out their contact information, and leave an open comment box for further insights. This allows you to avoid receiving the same feedback response over and over again while also boosting customer sentiment as your visitors know they’re being listened to.
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7. Collect feature requests
An option we see often used by product managers and developers is triggering a customer feedback form in-app for users who want to suggest or request a new feature. Having a form like this consistently live within your platform or on your website can be very helpful, especially if you’re a product-led business.
Play around with the design of the form, or use conversational feedback forms to make the encounter more enjoyable for your user. And, if the feedback will help to inform your roadmap, why not treat your user to a little gift for completing the form?
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8. Book a demo
Although your website will have your ‘book a demo’ call to action, sometimes users need a bit more context before they pull the trigger and try your product.
Let’s say you have a Mopinion feedback form on your blog page, like in the example below. Perhaps you can start the conversation with a couple of questions/options to gauge the visitor’s intent, i.e. ‘Want to know more about how Mopinion can help you boost your CX program?’ before finally adding the ‘Book a demo’ call to action, with a link to the demo booking page.
9. Gather hiring practice feedback
As you probably know, candidate experience feedback forms are very important as they give you insight right from the candidates. Another use for Mopinion feedback forms is to gauge your hiring practices or your employee’s experience.
Create a feedback form for potential candidates to boost recruitment efforts and learn how to provide a better candidate experience. You can then make informed, data-driven decisions on how to best manage your hiring process. Ask them what they thought of the recruitment process, and what their impressions of the company, your staff, and perhaps even your product were.
Another option is to trigger a feedback form on your job vacancy page. This way, you can ask visitors how they came to this vacancy, whether they’re satisfied with the job posting, and how you can improve the vacancy, and its description.
10.Get chatty with Conversational Feedback
And last (but definitely not least), we have conversational feedback. This style of feedback form has been mentioned throughout this article, but to be honest, these customer feedback forms have so many potential uses they deserve their own section.
Conversational feedback forms allow you to connect with your audience in a non-invasive way and the logic map allows you to create different pathways for your respondents to follow.
You can use conversational feedback forms to help direct website visitors to where they want to be or even provide them with the information they need by firing a form on your homepage. You could for example, identify the top three questions your visitors have when they come to your website.
Then, build your conversational feedback form and program the answers to those three questions into your form, so users have a helping hand finding what they need. This form could then live on your website landing page, serving as a helpful host for your website visitors.
Always stay up to date with Mopinion’s changelog
If, for some reason, you’re ever worried about missing out on updates regarding the Mopinion platform, you can always check out our external changelog. Here you’ll find all the announcements about Mopinion’s latest and greatest features and releases.
From UX releases that improve feedback management, to smaller, less impactful but equally important issues and bug fixes, you’ll find out about it all. This way, you’ll always know what’s happening with Mopinion, and view how the platform is constantly evolving.
Ready to see Mopinion in action?
Want to learn more about Mopinion’s all-in-1 user feedback platform? Don’t be shy and take our software for a spin! Do you prefer it a bit more personal? Just book a demo. One of our feedback pro’s will guide you through the software and answer any questions you may have.