What are the best tools and methods for collecting and analyzing user feedback on software features?

Surveys and questionnaires are vital for collecting user feedback to enhance experiences in finance, healthcare, eGov, and education. - To create effective surveys, define your objectives and target audience clearly. For example, when evaluating user satisfaction in a healthcare app, focus on patient experiences. - Use clear, unbiased questions, and include a mix of open and closed-ended questions for qualitative and quantitative insights. - Ensure a consistent layout and limit the number of questions to encourage completion. - Always pilot your survey to identify issues before distribution. By following these best practices, you can gather actionable insights for improvements.

Survey's and questionnaires are always going to be key in customer feedback. However just as Jeff Bezo's says if your data and customer feedback are yielding opposite results, the customer is almost always right. Ensuring that you are measuring the correct data will not only help the implementation but the long term support team as well.

We have been using this form of feedback to gain general feedback from our users to know how we can improve. One thing I try is to be keep this within 5-10mins of completion by having concise questions.

To gain insights into user motivations, utilize interviews and focus groups. These qualitative methods promote in-depth discussions and innovative ideas. - Start sessions with open-ended questions to foster dialogue, and select a diverse user sample for varied perspectives. - Ensure a comfortable setting to enhance participation, and always record sessions for analysis. - Building rapport is essential; make participants feel valued and encourage feedback. - Summarize key points afterward to validate insights. For example, understanding patient experiences in healthcare can improve services, and gathering student feedback in education can enhance learning tools. - Embrace these practices for meaningful user engagement.

It's great that we do these kinds of sessions remotely now, but having one or two face to face sessions is fantastically useful in building a relationship with our users.

We have been finding this key to guiding the development of our solution to meet the needs of the users by spending time with them and listening to them. What is key is how to record this information for future analysis.

I believe that it's important to involve your users in defining the scenarios - even asking them to write a first draft. Users will use systems in ways that we didn't anticipate; they get into habits that are different from ours. So only they can really tell us how they work, and that's what we need to test.

User testing and observation effectively gather feedback by monitoring user interactions with software features, revealing usability issues, errors, and frustrations. - To conduct user testing, define specific tasks for your target audience and select a diverse user sample. - Use tools like screen capture software for data recording, provide clear instructions, and maintain an unbiased testing environment. - Analyze the data objectively to gain actionable insights. For example, observing clinicians using healthcare software can identify areas to enhance workflow efficiency.

As AI and chatbots continue to rise, I think these embedded feedback forms will continue to rise with it. With chatgpt and the ability to receive conversational based insights, I think it will allow implementation teams to quickly improve areas that were once difficult to find.

With our newer solution we are proposing to have this within the 'settings' as a passive way of gathering data from our users.

In our cost sensitive world, proving out an ROI is tough. Measuring adoption AND comparing pre imp metrics to post adoption metrics can give you valuable insight. Factors like change management and process adoption may not be able to be quantified, but definitely play a role!

One metric that I believe that is tough to quantify is Time to Value (TTV). Unless discussed what that specific metric is to the customer, you as the vendor are merely guessing. This can make it difficult to give ROI. However, utilization is always the best north star. After implementation, set goals based on existing customer success and churn data to see which metrics, products or use case are resulting in the best customers.

Use your support team. This team speaks to customers more than any other department. They can understand how your customers feel, what frustrates them with your software and what they believe should be the new or improved features. They have a wealth of feedback you can use to make huge improvements.

Finally, I think when implementing software its vital that you insert other teams into the implementation. While the implementation team is driving the car, showing the customer who is in product, who leads support and who their customer success contact is will be vital to a successful implementation

With the nature of our industry we have digitized all our forms to be able to reach more users on a global scale. If we are fortunate to have an in person one on one we have found that they still prefer completing the feedback digitally at a later time once they can spend some time thinking about the questions and away from distractions.