In app user feedback, How to launch your first one and start collecting feedback from your users: the complete checklist

In app user feedback; to harvest you need to launch in-app survey.

Great! But before learning so much from your users feedback, we wanted to share a complete checklist to help you build the perfect survey and collect in-app user feedback.

Because if asking questions is something we do everyday with our friends, family or colleagues, asking the right questions to our users can be more difficult.

1️-Have a clear goal in mind

To effectively gather in-app user feedback, it's crucial to first understand the type of responses you're seeking. Are you aiming to gauge the satisfaction levels of your users? Assess the quality of their onboarding experience through their eyes? Or perhaps identify a feature that your app is missing? Having a clear objective for your in-app user feedback will guide you in crafting the most pertinent questions to ask.

At Screeb, we recognize the importance of structured and insightful in-app user feedback, which is why we've developed over 30 templates designed to streamline the feedback collection process. These templates are crafted to assist you in capturing the essence of what your users think and feel about your app.

2️-Ask questions as you would in real life

When collecting in-app user feedback, remember you're engaging with real people, not just users. Ditch the long, dull surveys for something engaging—think about what kind of feedback experience you'd appreciate. Ensure the survey reflects your product's quality and uses your brand's tone to make questions feel natural. A concise, engaging in-app feedback survey not only respects your users' time but also yields richer insights for improving your app.

3️-People's time is precious

We all have busy lives and you don't want to waste your users' time. So it's essential to value your users' time, especially when it comes to collecting in-app user feedback. To ensure your survey is respectful of this, keep it short and to the point. We recommend limiting your in-app user feedback survey to no more than 5 questions. According to our data, this approach guarantees that users can complete the survey in less than 90 seconds, significantly improving their overall experience. This efficiency is crucial for encouraging users to engage with future in-app user feedback surveys, thereby maintaining a cycle of valuable input and continuous improvement.

4️-Make your surveys more personal and emotional

Add a human touch to your survey by adding a profile picture, a name and a job title. This helps create trust with your users and increase their engagement. Knowing that someone is behind the survey will also encourage them to respond more.

Here are some example from our Screeb Customer Club:

5️-Your users are people, not just ID

Use your users properties to your survey, to customize the experience. First name, last name, account plan, company name... anything you know about your users can be added to your questions for them to feel more unique. And the impact on response rate is huge!

6️-Target the audience you need feedback from

To maximise the success of your survey, you need to ask the questions to the right persons. Sometimes, you might want to ask questions to all your users, to collect NPS for example, but when it's about collecting more precise product feedback or understand the adoption of a feature, you'll want to be more specific.

Build a targeting strategy based on your users' properties (plan, mrr, type of account, etc) and/or based on their activity on your product. To do that, you can use our properties function or our event tracking capacities!

7️-Display the survey at the right moment

In addition to targeting groups of users, you should also think about when, during their journey, the survey will be displayed. Is it on specific URL, on a specific device, after X seconds spent on the page, etc? Is it a one-off survey, or do you want to ask the same questions every X days?

Use our User Segmentation feature to choose the right moment and be sure to have a maximum of responses.

8️-Make your feedback actionable in your daily stack

For a feedback to be useful, it has to be shared and pushed where you'll act on it. So connect your survey with your daily tools like Slack (to be notified when you'll have a new response), Productboard (to link your feedback to your next features and help you build your roadmap), Salesforce (to add the last response to your customer's profile) or to Intercom (to create a new conversation after a bad feedback).

If people give you feedback it's because they expect you to react. So don't keep their suggestions in Screeb or in an Excel file. No follow up and no action is one of the main reason people don't answer to surveys anymore. Don't be like that with your users.

9️-Analyze the responses on a weekly basis (at least!)

This final step in the in-app user feedback process is crucial: after receiving responses to your survey, it's time to delve into the data. You'll need to meticulously read through the answers, process, and analyze them to grasp how they can inform improvements in your product. Exporting this data into CSV format allows for further analysis with external tools, enhancing your understanding. Sharing these insights with other teams is essential for a cohesive strategy towards product enhancement. Additionally, following up with your users to explore their feedback in greater depth is invaluable. Remember, collecting in-app user feedback is just the starting point of a journey towards continuous product optimization.

🔟 Enjoy the opportunities in front of you

Have a coffee, relax and enjoy the results of your hard work with this first survey. With all the advice I shared with you in this guide, you may have a response rate as high as 60%. That's the average for the Screeb users. Some of them go even higher. What will be yours?