Gathering user feedback and customer satisfaction score - CSAT - is necessary to improve your customer experience and provide value. But getting reliable user feedback is hard. Click rates on emails are already low, and when users get to the feedback survey, the response rates are even lower. With Inline Manual, you can engage users in the right context and quickly get reliable responses within your application, including valuable customer satisfaction insights. Don’t wait to ask users for feedback. Ask them right then and there. This will improve your response rates and the quality of feedback.

In this article, we’ll show you how to set up a Feedback survey and when to do it.

When to use the Feedback survey?

With our in-app Feedback feature, you can prompt users to respond to a quick form in context. For example, you can display the Feedback survey to your users right after they engage with new features or services. Don't wait until your users forget what they thought of them.

When to use the in-app feedback survey?

Here are a few examples:

• Get customer reactions to a new feature release.
• Website user feedback.
• Evaluate a project or new service.
• Invite members of a community to voice their criticism constructively.
• Assess the trial of the new integration.
• Post-event survey.
• Customer satisfaction (CSAT).

How can you do it? 

Here are a few examples:

• Automatically launch a Feedback form to a Segment of users, such as new users or administrators.
• Add a Feedback link to the list of Topics in your Widget or the Widget’s footer.
• Add a link at the end of a Walkthrough with a Custom button that links to the Feedback Topic.
• Use a Trigger on another Topic to activate your Feedback form.
• Provide the Feedback survey in context, such as only when they visit certain parts of your application.
• Prompt users to complete a Feedback survey right on the Checklist.
• After the survey, follow up with those who responded. Tell them what action you are taking, or give them details about the survey results.
  
  

Read more on our blog about how to get higher response rates in user feedback forms.

How to write good questions to elicit feedback?

Use the Likert Scale to elicit opinions differently, depending on how you phrase the question. For example, tell users to rate their experience or weigh their opinion on a Topic based on a scale of 1-5. Phrase it to identify the five elements, or also indicate the two extremes such as Quality: Very good to very bad.

Read our related post on how to improve user response rates. Part of that is how you phrase the question.

Here are some more examples of how you could identify the five-point rating scale:

• Disagree Strongly, Disagree, Don't know, Agree, Agree Strongly.
• Not at all satisfied, Slightly satisfied, Moderately satisfied, Very satisfied, Extremely satisfied.
• Much worse, Somewhat worse, Stayed the same, Somewhat better, Much better.
• Very Poor, Below Average, Average, Above Average, Excellent.

How does the Feedback feature work?

The Feedback survey is flexible content, just like Articles and Walkthroughs. You can add as many Feedback surveys as you need for your Site and customize the question. Like other Topics, Feedback Topics appear in the Widget by default. You can only show the Feedback survey when users are in a certain part of your app or push it to the top of the list with a Context path. You can also add a link to the Feedback survey in the Widget’s footer. Alternatively, you can hide it and decide when it should appear with Triggers by adding a Custom button to your Walkthrough, step Launcher, or Article or by playing it automatically to specific Segments of users.

Users choose from the five-point Likert Scale, which appears below your question content. It shows expressions from displeasure to delight. You can name them to suit your needs in your question content. You can use these to elicit questions such as strongly disagree to strongly agree or unsatisfied to very satisfied. After they select the item on the scale, the form prompts users to Tell us more in a single text field.

Then users see a thank you message.

You can customize the message and all of the text on the form. You can add as many feedback forms as you need and get the measure of sentiment across your user base. Whether you're seeking feedback on a recent release or a new design, the key is to find out what people think of it as soon as possible. By keeping the flow of feedback quick and fast, you can react and improve your users’ experience in a timely manner, thus enhancing customer satisfaction.

How to set up a Feedback survey

Before creating a Feedback Topic, ensure you have enabled Analytics and People tracking. Feedback survey relies on Analytics and People tracking so that it can track who completes the form.

To create a Feedback survey

1. Open the Authoring tool, choose the correct Site and click the Create button.
   
   

2. Choose the Topic type Feedback (A) and fill in the required fields (B).
   
   

3. Confirm adding the Topic with the Create topic button.

4. Customize your survey; add text, a logo or a nice image.
   
   
   
   

5. Customize the default messages. In the Inline Manual portal, go to Sites -> Choose the correct site -> Go to the Settings tab (A), click on Player languages (B), click on Add localization or Edit a language if you already have one (C).
   
   

6. Scroll down to the Feedback section and change the text for the default messages.

7. Choose when or how it should appear. For example, with Segmentation, the Feedback Topic can appear in the Widget only to a specific Segment of users. With Segmentation and Automation, you can play the Feedback survey automatically to specific users. With Custom buttons, you can link the survey to other Topics, for example, Walkthroughs or Articles.

8. If you want to attach the survey to a Hotspot or a Tooltip, set up a Launcher. Launchers appear in your application as small icons such as Tooltips, Hotspots or simply buttons with short text. Read more about Launchers.
   
   

How to review the results

You can see the results as they come in the Inline Manual portal.

1. Within the Inline Manual portal, go to Sites and choose the correct site.
   
   
   

2. Go to the Feedback tab.
   
   

3. If there are replies to your survey, you will see them. If not, you will see a message that there’s no data.
   
   

Export Feedback results

The export feature lets you download your Feedback responses in a CSV file. Use it to read through all the customer comments and perform further analysis.

1. Go to the Feedback tab within your Site.
   
   

2. Click the Feedback Topic you want to export results of.
3. Click the Export as CSV button.
   
   

4. You will see a confirmation message at the top. An e-mail with an export link will be sent to your e-mail address. The link will be active for 24 hours. After this time, the file will be deleted and the link will not work anymore.
   
   

Done!