A user feedback tool gives you
answers, not guesses

Real customer insights tell you precisely how to improve your website.
Are you giving your users the chance?

GET USER FEEDBACK

EASILY CAPTURE FEEDBACK WHEN IT MATTERS

Custom triggers for optimal user engagement.

EASILY CAPTURE FEEDBACK WHEN IT MATTERS

Custom triggers for optimal user engagement.

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.

DELIGHT USERS WITH WHAT THEY REALLY WANT

You can guess, or you can know.

DELIGHT USERS WITH WHAT THEY REALLY WANT

You can guess, or you can know.

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.

INSTANT CUSTOMER FEEDBACK NOTIFICATIONS

Never miss a response again.

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

CUSTOMIZE YOUR SURVEY QUESTIONS

Choose from free text, NPS, and multiple choice.

CUSTOMIZE YOUR SURVEY QUESTIONS

Choose from free text, NPS, and multiple choice.

Gather feedback on your terms to help your teams strategize with confidence.

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

FEEDBACK DASHBOARDS + IN-DEPTH BEHAVIOR ANALYTICS

A behavior analytics multi-tool to leave no stone unturned.

FEEDBACK DASHBOARDS + IN-DEPTH BEHAVIOR ANALYTICS

A behavior analytics multi-tool to leave no stone unturned.

Add context and empathy by watching session recordings of users that submitted feedback. Get the advice you need to effectively optimize your funnels.

Analyze heatmaps to determine ideal user survey opportunities. Add real-world context to form optimizations. Understand campaign feedback performance at a glance.

EASY TO SET UP, USE, AND GET IMMEDIATE VALUE

“More than just a user analytics tool."

EASY TO SET UP, USE, AND GET IMMEDIATE VALUE

“More than just a user analytics tool."

Mouseflow users get higher and higher conversion rates by updating their website based on user feedback.

Don’t guess — ask. Your customers will gladly tell you what they want.

USER FEEDBACK TOOL FAQ

What is a user feedback tool? (AKA customer feedback tool, customer insight technology, user survey tool, etc.)

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.

How can I use user feedback to improve website revenue and customer experience?

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

What user experience survey questions should I ask?

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!

Why is user feedback important?

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.

Are there different types of user feedback?

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)

How do I collect user feedback?

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. 

When should feedback pop-ups be triggered?

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. 

How does a user feedback tool play alongside my other tech and analytics tools?

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:.

What’s the best user feedback tool?

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 2021): Best Results, Best Usability, Highest User Adoption, Category Leader, Momentum Leader, Most Implementable, and Best Relationship. 

Capterra Shortlist for Web Analytics Software 2021

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

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