feedback tool

Get answers, not guesses with our feedback tool

Your customers have an opinion. Hear them out and give them the online experience they want, and need.
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"Mouseflow feedback is very simple to use and implement for any user. This provided instant feedback for anything my Business needed to confirm".
A
Adrian C
G2
Administrator in E-Learning
An example of the different factors you can make a feedback campaign trigger on from inactive users to click error to obtain timely feedback.
Capture feedback when it matters

Custom triggers for every feedback scenario.

Timing is everything. That’s especially true when it comes to user feedback.

Catch a user who’s engaged or one who’s about to leave. Ask for feedback everywhere or on just some pages. Choose your audience and level of persistence. Because improving a product and a customer experience goes hand in hand.

A circular process diagram starting with collecting customer feedback followed by analysing it, discovering opportunities, creating and optimizing elements on the website and back to collecting feedback.
Delight users with what they really want

Create a digital experience that makes everyone’s life easier.

Do you know what keeps your buyer’s from making that final crucial conversion-click? Well, have you asked them?

Turn users’ questions and frustrations into helpful content and journey touchpoints.

An illustration of the different ways you can get notified about customer feedback including email, slack, and custom integrations with notification platforms.
Instant customer feedback notifications

Never miss a response again.

Get alerted via Slack, email, or other integrations whenever a user submits a new response.

Personalize notifications to alert you only when you want it, like when a certain selection is made.

A screen showcasing the different feedback campaigns you can create in Mouseflow including multiple choice, multiple answer, free text, and net promoter score.
Feedback options that fit all needs

Choose from free text, NPS, and multiple choice.

Gather feedback on your terms to help your teams drive decisions with confidence.

Low-effort, high impact response options empower user engagement. Longform selections capture in-depth feedback (that you’d prefer to get directly than find in a review!).

Questions you can answer with our user feedback tool

Why are they leaving my page?

Ask your visitors directly for their reasons to exit your page and use that information to improve your offer.

What information is missing to get them to convert?

Trigger a feedback campaign after they spend more than 10 seconds on your page, or after they scroll 60% of your page to get insights on how to make your content better.

What brought them to my site?

Go further than search intent and find out what are the drivers getting you vibility behind the scenes.

How can I decrease drop-out rates if there is something wrong with my site?

Click-errors, rage-clicks and failed-submits are conversion killers. Use them as trigger to recover conversions as they experience frustration.

User feedback tool FAQ

More questions? We have answers. Tweet @mouseflow and we’ll get back to you as quick as we can!

A user feedback tool is a method for communicating with users, passively or actively, to collect opinions, experiences, and perspectives on your company, website, products, and more. 

Customer feedback can be many things in many places, on your site or out of your control. 

A user feedback tool lets you get in front of users and offer an outlet for their thoughts — instead of letting them wander to third-party review sites, social media, support centers, or other more public and direct places. 

By popping up for users (based on your custom triggers) at key moments in their website experience — say, when they scroll far enough or read long enough — a user feedback tool encourages engagement and communication between your customers and you. 

You can ask about general satisfaction or query a specific situation. This can give you real, invaluable insight to create content, improve your website design, adjust your sales process, and more. 

Much like a session recording captures a user’s mouse movements, clicks, and scrolls to provide from-the-source behavior data, a user feedback tool taps into the minds of customers to capture their thoughts down in words or selections.

Capturing customer input via a user feedback tool can lead to significant revenue and CX improvements. Here’s just a few examples:

  • Identify conversion-assisting content opportunities
  • Collect specific responses when a bug occurs
  • Rate satisfaction to identify problem pages
  • Learn what features users want most
  • Uncover navigation confusion

By acting on the feedback provided by users, you can confidently optimize and create in ways that drive immediate value to your customers — and your business — that go well beyond website optimization. 

User feedback is also an invaluable resource when you’re attempting conversion rate optimization with low traffic.

That depends on your goals. Some example questions follow — these can collect free text responses or multiple choices. These can also be combined with a Net Promoter Score (as numbers of smileys ). 

Are you just trying to gauge overall customer experience and embody an “open door” feedback policy? Try…

  • “Are you finding the information you’re looking for?”
  • “What brought you here today?”
  • “Is there anything preventing you from signing up?”

Are you collecting design and UX feedback? Try…

  • “Is the design and organization of this page appealing?”
  • “Is anything unclear?”
  • “How does this page make you feel?”

Are you trying to improve B2B lead gen? Try…

  • “What’s next in your research process?”
  • “What problem are you trying to solve?”
  • “What questions are still on your mind?”

Are you testing messaging and content? Try…

  • “What do you understand as our key benefit?”
  • “What does [USP] mean to you?”
  • “What makes our company an appealing choice for you?”

Are you conducting market research? Try…

  • “Who else are you considering?”
  • “What would help us stand out?”
  • “Is there anything you’re not finding?”

Are you evaluating product usability? Try…

  • “Does this feature work as you expect?”
  • “Are you spending more or less time on this task?”
  • “Did you accomplish the task you set out to tackle?”

When crafting questions, remember to be authentic and concise. Thoughtful questions geared at helping customers will elicit thoughtful responses in turn!

User feedback’s importance to your website is clear and direct — yet it also has larger implications if applied to larger business, marketing, and operational strategies. Offering user feedback opportunities throughout the customer journey gives essential insight on the effectiveness of your touchpoints.

Are you serving the right content? At the right time? Are your ads, emails, and other outreach bringing in the right audience? Can your sales team close more quickly by getting ahead of prospects’ questions?

Customer-focused companies need a reliable pulse on user experience beyond web analytics and user behavior data. User feedback makes it easy to allow users to give input on their experience. 

With real users giving input, confidence increases when making optimizations to website design or content, allowing for more efficient and impactful improvements.

User feedback can happen in a variety of environments, from in-app chats to third-party reviews to in-person communication. Feedback can be reactive or proactive; it can come from product, marketing, UX, CRO, analyst, leadership, ecommerce, brand, and SEO teams with distinct purpose and benefits. 

Mouseflow’s Feedback tool serves these applications with 5 handy question options:

  • Multiple Choice (select one)
  • Multiple Answer (select all that apply)
  • Free Text (small) 
  • Free Text (large)
  • Net Promoter Score (numbers or smileys)

User feedback is typically collected via:

  • Survey emails (often triggered after certain events, like a support call)
  • Customer service teams
  • Unsolicited emails from customers
  • Social media
  • Third-party review sites
  • Customer interviews
  • Website user feedback tools

Setting up Mouseflow’s Feedback tool is extremely simple.

  1. Name your Feedback campaign
  2. Choose your questions
  3. Select appearance, trigger, and notification settings
  4. Activate your campaign!

Your feedback campaign’s submissions are then organized in the Mouseflow app along with the user’s session recording.

Common trigger events for feedback pop-ups available in Mouseflow’s Feedback tool include: 

  • Exit intent (mouse leaves)
  • Page load
  • Time delay
  • Scroll depth
  • Inactivity
  • Click rage
  • Click error

 

It can also be triggered manually, by inserting code on your website (learn how!).

 

You’ll then choose to show the feedback campaign once per user or once per session. 

 

After specifying which pages will launch the feedback campaign, you can also segment the trigger to certain audiences by language, device type (mobile, tablet, desktop), and visitor type (first or returning). 

 

When and how to trigger depends on the purpose behind the feedback campaign. Usability questions should give the user enough time to use and experience the page. Customer journey questions might trigger when a user goes to leave or experiences click error.

You’re probably using Google Analytics or Adobe Analytics to collect mountains of traffic data. Mouseflow complements these tools with user behavior data, giving you a richer and more contextual understanding of your customers and their journeys through your site. 

A user feedback tool provides a human-touch form of measurement and outreach that adds qualitative, emotional, real-world depth to analytics data. It also offers a new channel for optimization inspiration, which can then be vetted and prioritized by jumping back into Mouseflow additional features and other analytics tools. 

Our integrations make it easy to set up Mouseflow with your existing tech stack:.

…. And more — check out all of our integrations.

While alternative tools have dropped support for user feedback, Mouseflow continues to push the envelope to deliver the kind of conversion and checkout optimization online businesses need to thrive. 

Mouseflow’s recent accolades include:

G2 (Spring 2022): Top 100 Software Products and Top 100 Highest Satisfaction Products, Best Results, Best Usability, Highest User Adoption, Category Leader, Momentum Leader, Most Implementable, and Best Relationship. 

Capterra Shortlist for Web Analytics Software 2022

Category Leader for Web Analytics Software

We’ll let you decide — check out real user reviews on  GetApp, G2, and Capterra and look at similar tools side-by-side with our handy comparisons to tools like Hotjar, CrazyEgg, FullStory, Contentsquare, VWO, lucky Orange, and more. Read more about our recognition as the best web analytics software.