{"id":1204,"date":"2020-04-15T09:00:06","date_gmt":"2020-04-15T13:00:06","guid":{"rendered":"http:\/\/blog3.canny.io\/wordpress\/?p=1204"},"modified":"2026-03-10T21:06:21","modified_gmt":"2026-03-11T01:06:21","slug":"ask-for-feedback-saas","status":"publish","type":"post","link":"https:\/\/canny.io\/blog\/ask-for-feedback-saas\/","title":{"rendered":"How to ask for customer feedback for your SaaS product (+ useful infographic and a free&nbsp;guide)"},"content":{"rendered":"\n<p>Learning how to ask for product feedback is crucial to keep ahead of issues and add value to your users. Your customers will appreciate that you want to hear from&nbsp;them.<\/p>\n\n\n\n<p>But, it\u2019s&nbsp;<a target=\"_blank\" href=\"https:\/\/canny.io\/blog\/how-to-get-customer-feedback-for-your-saas-product\/\" rel=\"noreferrer noopener\"><u>easy for feedback requests to become&nbsp;overbearing.<\/u><\/a><\/p>\n\n\n\n<p>How do you ask for feedback without being overwhelming? And how can you do this while still maintaining the quality of what you get in&nbsp;return?<\/p>\n\n\n\n<p>We\u2019ve already written about the&nbsp;<a target=\"_blank\" href=\"https:\/\/canny.io\/blog\/customer-feedback-types\/\" rel=\"noreferrer noopener\"><u>different ways to gather customer feedback<\/u><\/a>. Hopefully, you\u2019ve picked the ones that best suit your product and business&nbsp;case.<\/p>\n\n\n\n<p>But&nbsp;<a target=\"_blank\" href=\"https:\/\/canny.io\/blog\/feedback-programs\/\" rel=\"noreferrer noopener\"><u>gathering feedback<\/u><\/a>&nbsp;is half the battle. How do you actually reach out and ask for that&nbsp;feedback?<\/p>\n\n\n\n<p><strong>Prefer a visual?&nbsp;<\/strong><a target=\"_blank\" href=\"https:\/\/canny.io\/blog\/ask-for-feedback-saas\/#infographic\" rel=\"noreferrer noopener\"><strong><u>Skip to the end to see these tips as an&nbsp;infographic.&nbsp;<\/u><\/strong><\/a><\/p>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter is-resized\"><img decoding=\"async\" width=\"972\" height=\"469\" data-src=\"https:\/\/canny.io\/blog\/wp-content\/uploads\/2019\/04\/asking-for-feedback-1.jpg\" alt=\"how to ask for customer feedback\" class=\"wp-image-2311 lazyload\" style=\"--smush-placeholder-width: 972px; --smush-placeholder-aspect-ratio: 972\/469;width:650px\" data-srcset=\"https:\/\/canny.io\/blog\/wp-content\/uploads\/2019\/04\/asking-for-feedback-1.jpg 972w, https:\/\/canny.io\/blog\/wp-content\/uploads\/2019\/04\/asking-for-feedback-1-300x145.jpg 300w, https:\/\/canny.io\/blog\/wp-content\/uploads\/2019\/04\/asking-for-feedback-1-768x371.jpg 768w, https:\/\/canny.io\/blog\/wp-content\/uploads\/2019\/04\/asking-for-feedback-1-210x101.jpg 210w\" data-sizes=\"(max-width: 972px) 100vw, 972px\" src=\"data:image\/svg+xml;base64,PHN2ZyB3aWR0aD0iMSIgaGVpZ2h0PSIxIiB4bWxucz0iaHR0cDovL3d3dy53My5vcmcvMjAwMC9zdmciPjwvc3ZnPg==\" \/><\/figure>\n<\/div>\n\n\n<p><strong>WHEN YOU ASK FOR CUSTOMER FEEDBACK, IT\u2019S IMPORTANT TO&nbsp;CONSIDER:<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>How to ask for&nbsp;feedback<\/li>\n\n\n\n<li>When to ask for&nbsp;feedback<\/li>\n\n\n\n<li>Where to ask for&nbsp;feedback<\/li>\n\n\n\n<li>What to&nbsp;ask<\/li>\n\n\n\n<li>How to respond to&nbsp;feedback<\/li>\n<\/ul>\n\n\n\n<p>Let\u2019s get&nbsp;started.<\/p>\n\n\n\n\n\n<h2 class=\"wp-block-heading\"><strong>How to ask for feedback: formatting and phrasing<\/strong><\/h2>\n\n\n\n<p>How you frame your feedback request can make a huge difference. Here\u2019s what to keep in mind when you\u2019re setting up your&nbsp;request.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>DON\u2019T SOUND INDIFFERENT<\/strong><\/h3>\n\n\n\n<p>You\u2019re asking your users to spend their time giving you their feedback. It\u2019s something that they absolutely do not have to do. And, if you sound like you don\u2019t really care about it, they won\u2019t&nbsp;either.<\/p>\n\n\n\n<p>Wherever you can, project gratitude and explain how it\u2019ll help&nbsp;them.<\/p>\n\n\n\n<p>Here are the magic&nbsp;words:<\/p>\n\n\n\n<p><div class=\"callout\">\r\n<i>I appreciate you supporting my business, and with your help, I can make it better for&nbsp;you.<\/i>\r\n<\/div><b><i><\/i><\/b><\/p>\n\n\n\n<p>Take the time to say how much you&nbsp;<em>genuinely<\/em>&nbsp;appreciate every piece of&nbsp;feedback.<\/p>\n\n\n\n<p>And highlight how they can benefit from giving you feedback. Show what\u2019s in it for them. They\u2019re helping you make the product better, and they\u2019ll get to take advantage of a better&nbsp;product.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>KEEP IT SHORT AND SIMPLE\u2026BUT NOT&nbsp;<em>TOO<\/em>&nbsp;SHORT AND SIMPLE<\/strong><\/h3>\n\n\n\n<p>There\u2019s a delicate balance between being too wordy and not wordy enough. Make sure your questions are as short as possible without losing the meat of&nbsp;it.<\/p>\n\n\n\n<p>Also, not all your customers are familiar with industry-related jargon. They might not even be familiar with your entire product. Take the extra time to explain terms or names that might be&nbsp;confusing.<\/p>\n\n\n\n<p>If you\u2019re using stars or numbers to rate, you can also add explanations, like this WhatsApp feedback&nbsp;screen.<\/p>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-full is-resized\"><img decoding=\"async\" width=\"1042\" height=\"1026\" data-src=\"https:\/\/canny.io\/blog\/wp-content\/uploads\/2023\/12\/Whatsapp-survey.jpeg\" alt=\"WhatsApp feedback popup\" class=\"wp-image-5408 lazyload\" style=\"--smush-placeholder-width: 1042px; --smush-placeholder-aspect-ratio: 1042\/1026;width:650px\" data-srcset=\"https:\/\/canny.io\/blog\/wp-content\/uploads\/2023\/12\/Whatsapp-survey.jpeg 1042w, https:\/\/canny.io\/blog\/wp-content\/uploads\/2023\/12\/Whatsapp-survey-768x756.jpeg 768w\" data-sizes=\"(max-width: 1042px) 100vw, 1042px\" src=\"data:image\/svg+xml;base64,PHN2ZyB3aWR0aD0iMSIgaGVpZ2h0PSIxIiB4bWxucz0iaHR0cDovL3d3dy53My5vcmcvMjAwMC9zdmciPjwvc3ZnPg==\" \/><figcaption class=\"wp-element-caption\">Source: WhatsApp<\/figcaption><\/figure>\n<\/div>\n\n\n<p><\/p>\n\n\n\n<p>As for length, no general request for feedback should take your users more than a few minutes to&nbsp;complete.<\/p>\n\n\n\n<p><br>It\u2019s also good to inform them how much time it requires. Throughout the survey, show them how far along they&nbsp;are.<\/p>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter is-resized\"><img decoding=\"async\" width=\"946\" height=\"396\" data-src=\"https:\/\/canny.io\/blog\/wp-content\/uploads\/2019\/04\/image14.png\" alt=\"customer feedback survey\" class=\"wp-image-1208 lazyload\" style=\"--smush-placeholder-width: 946px; --smush-placeholder-aspect-ratio: 946\/396;width:650px\" data-srcset=\"https:\/\/canny.io\/blog\/wp-content\/uploads\/2019\/04\/image14.png 946w, https:\/\/canny.io\/blog\/wp-content\/uploads\/2019\/04\/image14-300x126.png 300w, https:\/\/canny.io\/blog\/wp-content\/uploads\/2019\/04\/image14-768x321.png 768w, https:\/\/canny.io\/blog\/wp-content\/uploads\/2019\/04\/image14-210x88.png 210w\" data-sizes=\"(max-width: 946px) 100vw, 946px\" src=\"data:image\/svg+xml;base64,PHN2ZyB3aWR0aD0iMSIgaGVpZ2h0PSIxIiB4bWxucz0iaHR0cDovL3d3dy53My5vcmcvMjAwMC9zdmciPjwvc3ZnPg==\" \/><\/figure>\n<\/div>\n\n\n<p>Make it as fast as possible unless your customer has agreed to spend more time (e.g., for an&nbsp;interview).<\/p>\n\n\n\n<p>Don&#8217;t ask any questions unless you need to. Focus only on questions that will get you valuable&nbsp;information.&nbsp;<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>ALLOW FOR EXTRA SPACE<\/strong><\/h3>\n\n\n\n<p>Always allow for extra room that isn\u2019t pre-determined by your own questions. Customers who want to spend more time offering feedback can do so without wondering where to put&nbsp;it.<\/p>\n\n\n\n<p>You can add an \u201cadditional comments\u201d field to any feedback&nbsp;request.<\/p>\n\n\n<div class=\"wp-block-image border wp-image-1209 size-large\">\n<figure class=\"aligncenter is-resized\"><img decoding=\"async\" data-src=\"https:\/\/canny.io\/blog\/wp-content\/uploads\/2019\/04\/image7-1024x467.png\" alt=\"customer feedback survey\" class=\"wp-image-1209 lazyload\" style=\"--smush-placeholder-width: 1024px; --smush-placeholder-aspect-ratio: 1024\/467;width:650px\" src=\"data:image\/svg+xml;base64,PHN2ZyB3aWR0aD0iMSIgaGVpZ2h0PSIxIiB4bWxucz0iaHR0cDovL3d3dy53My5vcmcvMjAwMC9zdmciPjwvc3ZnPg==\" \/><figcaption class=\"wp-element-caption\">Source: Amazon<\/figcaption><\/figure>\n<\/div>\n\n\n<p>Taking away the chance to leave unrelated comments means you\u2019re missing out on<em> <\/em>some valuable feedback. It can also irritate the user since it limits&nbsp;them.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>DON\u2019T DIRECT THE ANSWERS<\/strong><\/h3>\n\n\n\n<p>You are understandably biased about your own product and how well it works. You would, also understandably, prefer to hear good things from your&nbsp;customers.<\/p>\n\n\n\n<p>Don\u2019t let this bias affect how you ask for&nbsp;feedback.<\/p>\n\n\n\n<p><strong>Here are a few examples of biased&nbsp;questions:<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>\u201cOn a scale of one to ten, how awesome is our&nbsp;product?\u201d<\/li>\n\n\n\n<li>\u201cWhat could we do to make it&nbsp;<em>even&nbsp;better<\/em>?\u201d<\/li>\n<\/ul>\n\n\n\n<p>These questions aren\u2019t productive. They might give you what you&nbsp;<em>want<\/em>&nbsp;to hear but not what you&nbsp;<em>need<\/em>&nbsp;to&nbsp;hear.<\/p>\n\n\n\n<p><strong>Here are some alternatives to the examples&nbsp;above:<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>On a scale of one to ten, how would you rate our product?&nbsp;Why?<\/li>\n\n\n\n<li>Is there anything you would like to change in our set of&nbsp;features?<\/li>\n<\/ul>\n\n\n\n<p>Notice the difference in tone\u2014it\u2019s a lot more humble and focuses on getting honest feedback instead of hot&nbsp;air.<\/p>\n\n\n\n<p>Also, your customers are more intelligent than that. Phrasing your questions in a biased way will be evident to them, and they won\u2019t be happy about it. After all, you\u2019re defeating the purpose of the survey when you try to skew the&nbsp;answers.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>MAKE AN EFFORT TO SOUND PERSONAL<\/strong><\/h3>\n\n\n\n<p>With some feedback channels (such as&nbsp;<a target=\"_blank\" href=\"https:\/\/canny.io\/blog\/what-is-nps\/\" rel=\"noreferrer noopener\"><u>NPS surveys<\/u><\/a>), sounding impersonal is almost&nbsp;inevitable.<\/p>\n\n\n\n<p>However, try to make your outreach as personal as&nbsp;possible.<\/p>\n\n\n\n<p>If you have the time, manually send emails or requests and personalize&nbsp;them.<\/p>\n\n\n\n<p><strong>If you don\u2019t, make sure&nbsp;you:<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Include their name and&nbsp;company<\/li>\n\n\n\n<li>Send automated messages out from a real person\u2019s&nbsp;name<\/li>\n\n\n\n<li>Respond to feedback&nbsp;individually<\/li>\n<\/ul>\n\n\n\n<p>For example, at Canny, we automatically send \u201ctrial ending\u201d feedback requests. It makes our lives a little easier. However, we always follow up on them manually on <a href=\"https:\/\/www.intercom.com\/\" target=\"_blank\" rel=\"noreferrer&nbsp;noopener\">Intercom<\/a>:<\/p>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter is-resized\"><img decoding=\"async\" data-src=\"https:\/\/canny.io\/blog\/wp-content\/uploads\/2019\/04\/image2-1024x308.png\" alt=\"trial ended feedback request\" class=\"wp-image-1210 lazyload\" style=\"--smush-placeholder-width: 1024px; --smush-placeholder-aspect-ratio: 1024\/308;width:650px\" src=\"data:image\/svg+xml;base64,PHN2ZyB3aWR0aD0iMSIgaGVpZ2h0PSIxIiB4bWxucz0iaHR0cDovL3d3dy53My5vcmcvMjAwMC9zdmciPjwvc3ZnPg==\" \/><\/figure>\n<\/div>\n\n\n<p>Nobody likes receiving a request that sounds robotic and impersonal. It will make your users feel like you don\u2019t care about their feedback enough to put work into&nbsp;it.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>When to ask for feedback: frequency and timing<\/strong><\/h2>\n\n\n\n<p>Here\u2019s how to make sure you\u2019re not bothering your users too&nbsp;often.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>TAILOR FREQUENCY TO FEEDBACK TYPE<\/strong><\/h3>\n\n\n\n<p>Different types of feedback require different kinds of&nbsp;frequency.<\/p>\n\n\n\n<p>For example, with a customer support rating, you would ask after every conversation. However, you would only send out extensive surveys about the whole product once a quarter at&nbsp;most.<\/p>\n\n\n\n<p>\u201cIt depends\u201d is an annoying answer. Use your gut when deciding on the frequency of your requests for&nbsp;feedback.<\/p>\n\n\n\n<p>In general, the less effort the customer makes to engage with your interaction, the more you can&nbsp;ask.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>LET USERS GET TO KNOW YOUR PRODUCT<\/strong><\/h3>\n\n\n\n<p>There\u2019s nothing more annoying than getting an&nbsp;<a target=\"_blank\" href=\"https:\/\/canny.io\/blog\/customer-satisfaction-metrics\/\" rel=\"noreferrer noopener\">NPS survey<\/a>&nbsp;when logging in for the first time. Give your users the chance to play with the product before asking for&nbsp;feedback.<\/p>\n\n\n\n<p>You might be tempted to embed requests for feedback in your onboarding emails. You can do it when the trial or onboarding period has ended or is about to end, but don\u2019t push it right in the&nbsp;beginning.<\/p>\n\n\n\n<p>How you set this up will depend on the complexity of your&nbsp;product.<\/p>\n\n\n\n<p><strong>But, you can make sure customers have enough time by not asking for feedback&nbsp;until:<\/strong><\/p>\n\n\n\n<ol class=\"wp-block-list\">\n<li>A certain amount of time has&nbsp;passed<\/li>\n\n\n\n<li>The user has taken certain&nbsp;actions<\/li>\n\n\n\n<li>Certain features have been&nbsp;used<\/li>\n<\/ol>\n\n\n\n<p>The more familiar with your product your users are before you ask for their feedback, the more useful it\u2019ll&nbsp;be.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>ALLOW USERS TO GIVE FEEDBACK AT ANY TIME<\/strong><\/h3>\n\n\n\n<p>If your customers would like to say something to you at a random time, they should be able&nbsp;to.<\/p>\n\n\n\n<p>Ensure you have a feedback option available in your product and other&nbsp;properties.<\/p>\n\n\n\n<p>We\u2019re a bit biased, but we think the best way to collect feedback is to use Canny. If you need more info to decide if a tool to&nbsp;<a target=\"_blank\" href=\"https:\/\/canny.io\/features\/collect-feedback\" rel=\"noreferrer noopener\"><u>collect customer feedback<\/u><\/a>&nbsp;is right for you, check out this blog post about&nbsp;<a target=\"_blank\" href=\"https:\/\/canny.io\/blog\/need-a-product-feedback-tool\/\" rel=\"noreferrer noopener\"><u>how to figure out if you need a feedback&nbsp;tool<\/u><\/a>.<\/p>\n\n\n\n<p>This is how <a href=\"https:\/\/canny.io\/case-studies\/clickup\">ClickUp uses Canny<\/a>. They have Canny set up right in their UI to give customers a chance to get in touch at any&nbsp;time:<\/p>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-full is-resized\"><img decoding=\"async\" width=\"320\" height=\"512\" data-src=\"https:\/\/canny.io\/blog\/wp-content\/uploads\/2024\/03\/ClickUp-Customer-Feedback.png\" alt=\"ClickUp uses Canny to ask for customer feedback\" class=\"wp-image-5808 lazyload\" style=\"--smush-placeholder-width: 320px; --smush-placeholder-aspect-ratio: 320\/512;width:300px\" src=\"data:image\/svg+xml;base64,PHN2ZyB3aWR0aD0iMSIgaGVpZ2h0PSIxIiB4bWxucz0iaHR0cDovL3d3dy53My5vcmcvMjAwMC9zdmciPjwvc3ZnPg==\" \/><\/figure>\n<\/div>\n\n\n<p>Respond promptly to all customer-initiated feedback. When your customers learn they can express their thoughts easily, they\u2019ll do it more&nbsp;often.<\/p>\n\n\n\n<p><\/p>\n\n\n\n<div style=\"max-width: 650px; margin: 0 auto;\"> <!--HubSpot Call-to-Action Code --> <span class=\"hs-cta-wrapper\" id=\"hs-cta-wrapper-e1d55d08-a2cf-44a3-a9a0-f3ca5ff21dfa\"> <span class=\"hs-cta-node hs-cta-e1d55d08-a2cf-44a3-a9a0-f3ca5ff21dfa\" id=\"hs-cta-e1d55d08-a2cf-44a3-a9a0-f3ca5ff21dfa\"> <!--[if lte IE 8]><div id=\"hs-cta-ie-element\"><\/div><![endif]--> <a href=\"https:\/\/cta-redirect.hubspot.com\/cta\/redirect\/5705808\/e1d55d08-a2cf-44a3-a9a0-f3ca5ff21dfa\" target=\"_blank\" rel=\"noopener\"> <img decoding=\"async\" class=\"hs-cta-img lazyload\" id=\"hs-cta-img-e1d55d08-a2cf-44a3-a9a0-f3ca5ff21dfa\" style=\"border-width:0px;\" data-src=\"https:\/\/no-cache.hubspot.com\/cta\/default\/5705808\/e1d55d08-a2cf-44a3-a9a0-f3ca5ff21dfa.png\" alt=\"New call-to-action\" src=\"data:image\/svg+xml;base64,PHN2ZyB3aWR0aD0iMSIgaGVpZ2h0PSIxIiB4bWxucz0iaHR0cDovL3d3dy53My5vcmcvMjAwMC9zdmciPjwvc3ZnPg==\" \/> <\/a> <\/span> <script charset=\"utf-8\" src=\"https:\/\/js.hscta.net\/cta\/current.js\"><\/script> <script type=\"text\/javascript\"> hbspt.cta.load(5705808, 'e1d55d08-a2cf-44a3-a9a0-f3ca5ff21dfa', {\"useNewLoader\":\"true\",\"region\":\"na1\"}); <\/script> <\/span> <!-- end HubSpot Call-to-Action Code --> <\/div>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>Where to ask for feedback: placement within your product<\/strong><\/h2>\n\n\n\n<p>You should also consider where in the product you place your feedback&nbsp;requests.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>THESE SUGGESTIONS FOLLOW A FEW IMPORTANT RULES:<\/strong><\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Don\u2019t hide the feedback option. If you care about feedback, find a prominent place in your app to surface&nbsp;it.<\/li>\n\n\n\n<li>Don\u2019t be disruptive. We all hate those in-app pop-ups that ask us for&nbsp;ratings.<\/li>\n\n\n\n<li>Follow the mantra of \u201ctwo clicks or less.\u201d Ideally, it should take no more than two clicks for a user to leave feedback while using your&nbsp;app.<\/li>\n<\/ul>\n\n\n\n<p>With that in mind, here are some best practices for including feedback inside your&nbsp;app.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>BOTTOM RIGHT CORNER<\/strong><\/h3>\n\n\n\n<p>This is an excellent option because it\u2019s familiar and discoverable. It is persistent without being&nbsp;annoying.<\/p>\n\n\n<div class=\"wp-block-image wp-image-1212 size-large\">\n<figure class=\"aligncenter is-resized\"><img decoding=\"async\" data-src=\"https:\/\/canny.io\/blog\/wp-content\/uploads\/2019\/04\/image1-1024x582.png\" alt=\"Feedback in bottom right corner of Dropbox Paper\" class=\"wp-image-1212 lazyload\" style=\"--smush-placeholder-width: 1024px; --smush-placeholder-aspect-ratio: 1024\/582;width:650px\" src=\"data:image\/svg+xml;base64,PHN2ZyB3aWR0aD0iMSIgaGVpZ2h0PSIxIiB4bWxucz0iaHR0cDovL3d3dy53My5vcmcvMjAwMC9zdmciPjwvc3ZnPg==\" \/><figcaption class=\"wp-element-caption\">Bottom right corner, Dropbox Paper<\/figcaption><\/figure>\n<\/div>\n\n\n<p>You can be more aggressive if your product is in its early stages or you\u2019re beta testing a new&nbsp;feature.<\/p>\n\n\n\n<p><br>Use a text button like \u201cBeta Feedback\u201d to encourage more&nbsp;feedback.<\/p>\n\n\n<div class=\"wp-block-image wp-image-1213 size-large\">\n<figure class=\"aligncenter is-resized\"><img decoding=\"async\" data-src=\"https:\/\/canny.io\/blog\/wp-content\/uploads\/2019\/04\/image5-1024x521.png\" alt=\"Product Hunt feedback request\" class=\"wp-image-1213 lazyload\" style=\"--smush-placeholder-width: 1024px; --smush-placeholder-aspect-ratio: 1024\/521;width:650px\" src=\"data:image\/svg+xml;base64,PHN2ZyB3aWR0aD0iMSIgaGVpZ2h0PSIxIiB4bWxucz0iaHR0cDovL3d3dy53My5vcmcvMjAwMC9zdmciPjwvc3ZnPg==\" \/><figcaption class=\"wp-element-caption\">Bottom right corner, Ask Product Hunt<\/figcaption><\/figure>\n<\/div>\n\n\n<p>We don\u2019t recommend this option for mobile because of limited screen&nbsp;space.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>MENU<\/strong><\/h3>\n\n\n\n<p>Menus are nice and out of the way but can be hard to find if labeled improperly. Some common labels are Feedback, Help, and&nbsp;Support.<\/p>\n\n\n<div class=\"wp-block-image wp-image-1214 size-large\">\n<figure class=\"aligncenter is-resized\"><img decoding=\"async\" data-src=\"https:\/\/canny.io\/blog\/wp-content\/uploads\/2019\/04\/image3-1024x601.png\" alt=\"Slack menu help and feedback option\" class=\"wp-image-1214 lazyload\" style=\"--smush-placeholder-width: 1024px; --smush-placeholder-aspect-ratio: 1024\/601;width:650px\" src=\"data:image\/svg+xml;base64,PHN2ZyB3aWR0aD0iMSIgaGVpZ2h0PSIxIiB4bWxucz0iaHR0cDovL3d3dy53My5vcmcvMjAwMC9zdmciPjwvc3ZnPg==\" \/><figcaption class=\"wp-element-caption\">Menu, Slack<\/figcaption><\/figure>\n<\/div>\n\n<div class=\"wp-block-image wp-image-1215 size-large\">\n<figure class=\"aligncenter is-resized\"><img decoding=\"async\" data-src=\"https:\/\/canny.io\/blog\/wp-content\/uploads\/2019\/04\/image4-1024x710.png\" alt=\"Airbnb menu\" class=\"wp-image-1215 lazyload\" style=\"--smush-placeholder-width: 1024px; --smush-placeholder-aspect-ratio: 1024\/710;width:650px\" src=\"data:image\/svg+xml;base64,PHN2ZyB3aWR0aD0iMSIgaGVpZ2h0PSIxIiB4bWxucz0iaHR0cDovL3d3dy53My5vcmcvMjAwMC9zdmciPjwvc3ZnPg==\" \/><figcaption class=\"wp-element-caption\">Mobile menu, Airbnb<\/figcaption><\/figure>\n<\/div>\n\n\n<h3 class=\"wp-block-heading\"><strong>FEED UNIT<\/strong><\/h3>\n\n\n\n<p>This works nicely if your product is feed-based. It\u2019s prominent but easy to scroll away from. At most, show this every 20 feed&nbsp;units.<\/p>\n\n\n<div class=\"wp-block-image wp-image-1216 size-large\">\n<figure class=\"aligncenter is-resized\"><img decoding=\"async\" data-src=\"https:\/\/canny.io\/blog\/wp-content\/uploads\/2019\/04\/image12-1024x578.jpg\" alt=\"Feedback feed unit in Twitter\" class=\"wp-image-1216 lazyload\" style=\"--smush-placeholder-width: 1024px; --smush-placeholder-aspect-ratio: 1024\/578;width:650px\" src=\"data:image\/svg+xml;base64,PHN2ZyB3aWR0aD0iMSIgaGVpZ2h0PSIxIiB4bWxucz0iaHR0cDovL3d3dy53My5vcmcvMjAwMC9zdmciPjwvc3ZnPg==\" \/><figcaption class=\"wp-element-caption\">Feed unit, Twitter<\/figcaption><\/figure>\n<\/div>\n\n<div class=\"wp-block-image wp-image-1217 size-large\">\n<figure class=\"aligncenter is-resized\"><img decoding=\"async\" data-src=\"https:\/\/canny.io\/blog\/wp-content\/uploads\/2019\/04\/image9-1024x710.png\" alt=\"Cymbal mobile feed unit \" class=\"wp-image-1217 lazyload\" style=\"--smush-placeholder-width: 1024px; --smush-placeholder-aspect-ratio: 1024\/710;width:650px\" src=\"data:image\/svg+xml;base64,PHN2ZyB3aWR0aD0iMSIgaGVpZ2h0PSIxIiB4bWxucz0iaHR0cDovL3d3dy53My5vcmcvMjAwMC9zdmciPjwvc3ZnPg==\" \/><figcaption class=\"wp-element-caption\">Mobile feed unit, Cymbal<\/figcaption><\/figure>\n<\/div>\n\n\n<h3 class=\"wp-block-heading\"><strong>END OF A FLOW<\/strong><\/h3>\n\n\n\n<p>This is a good option if you\u2019re looking for feedback on a specific flow. If this is a common flow, consider limiting the number of times feedback is&nbsp;prompted.<\/p>\n\n\n<div class=\"wp-block-image wp-image-1218 size-large\">\n<figure class=\"aligncenter is-resized\"><img decoding=\"async\" data-src=\"https:\/\/canny.io\/blog\/wp-content\/uploads\/2019\/04\/image10-1024x710.png\" alt=\"End of call flow quality rating\" class=\"wp-image-1218 lazyload\" style=\"--smush-placeholder-width: 1024px; --smush-placeholder-aspect-ratio: 1024\/710;width:650px\" src=\"data:image\/svg+xml;base64,PHN2ZyB3aWR0aD0iMSIgaGVpZ2h0PSIxIiB4bWxucz0iaHR0cDovL3d3dy53My5vcmcvMjAwMC9zdmciPjwvc3ZnPg==\" \/><figcaption class=\"wp-element-caption\">End of a call flow, Facebook Messenger<\/figcaption><\/figure>\n<\/div>\n\n\n<p>The implementation on the left is disruptive; it blocks the user\u2019s next action. The right (mock) embeds feedback into the normal&nbsp;flow.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>SHAKE PHONE<\/strong><\/h3>\n\n\n\n<p>Finally, you can add a feedback menu item triggered by the user shaking their&nbsp;phone.<\/p>\n\n\n\n<p>It\u2019s an interesting option because it\u2019s entirely out of the way. On the downside, <a href=\"https:\/\/medium.com\/ben-and-dion\/if-the-user-shakes-the-phone-when-your-app-is-running-what-should-it-do-1ebd02a41ae6\">this isn\u2019t a well-known interaction<\/a>, so you would need to tell your users about&nbsp;it.<\/p>\n\n\n<div class=\"wp-block-image wp-image-1219 size-large\">\n<figure class=\"aligncenter is-resized\"><img decoding=\"async\" data-src=\"https:\/\/canny.io\/blog\/wp-content\/uploads\/2019\/04\/image11-1024x710.png\" alt=\"Shake phone function in Google Maps\" class=\"wp-image-1219 lazyload\" style=\"--smush-placeholder-width: 1024px; --smush-placeholder-aspect-ratio: 1024\/710;width:650px\" src=\"data:image\/svg+xml;base64,PHN2ZyB3aWR0aD0iMSIgaGVpZ2h0PSIxIiB4bWxucz0iaHR0cDovL3d3dy53My5vcmcvMjAwMC9zdmciPjwvc3ZnPg==\" \/><figcaption class=\"wp-element-caption\">Shake phone, Google Maps<\/figcaption><\/figure>\n<\/div>\n\n\n<h2 class=\"wp-block-heading\">&nbsp;<\/h2>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>Where to ask for feedback: reaching out to ask for feedback<\/strong><\/h2>\n\n\n\n<p>We just explored how you can ask for feedback within your app. Now, let\u2019s look at proactively reaching out to get valuable client feedback. Be sure to follow our tips on phrasing your messages from&nbsp;earlier.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>EMAIL<\/strong><\/h3>\n\n\n\n<p>Your customer email list is the first place you should start. You\u2019ve probably seen countless emails asking you to give feedback. It\u2019s commonplace&nbsp;now.<\/p>\n\n\n\n<p>But it\u2019s commonplace because it\u2019s valuable and&nbsp;practical.<\/p>\n\n\n\n<p>Your marketing automation tool should make it easy to identify customers at different customer journey stages. Sending a <a href=\"https:\/\/canny.io\/blog\/customer-feedback-emails\/\">customer feedback email<\/a> is quick and easy and lets you target specific customer segments you want feedback from. We\u2019ll touch on which customer feedback question to send at different journey stages&nbsp;later.<\/p>\n\n\n\n<p>You also need to make sure your emails reach their destination. This is called deliverability. The goal is to get those emails to your recipients&#8217; inboxes rather than spam. A strong <a href=\"https:\/\/powerdmarc.com\/what-is-dmarc-policy\/\">DMARC<\/a> (domain-based message authentication, reporting, and conformance) policy can help&nbsp;here.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>CUSTOMER SUPPORT<\/strong><\/h3>\n\n\n\n<p>Your <a href=\"https:\/\/canny.io\/blog\/canny-for-support\/\">customer support team<\/a> has the most direct contact with your customers. They hear feedback all the time. Make it easy for them to capture feedback on behalf of customers. Or, show them how to direct customers to leave feedback for you. That could be directing them to your feedback board or customer&nbsp;surveys.<\/p>\n\n\n\n<p>Whichever you decide on, just make sure you\u2019re&nbsp;asking.<\/p>\n\n\n\n<p>And, make sure you&#8217;re asking all customers. It can be tempting to only ask a happy customer for feedback. While they&#8217;ll likely give you positive feedback, that only paints part of the picture. It&#8217;s important to hear what your unhappy customers have to say too. They might highlight real issues you should address. Capturing feedback from your entire customer base should be your&nbsp;goal.&nbsp;&nbsp;<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>REVIEW SITES AND COMMUNITIES<\/strong><\/h3>\n\n\n\n<p>Another interesting way to seek user feedback is by contacting people on review sites and communities. If your existing customers (or potential customers) are already talking about your product, why not join&nbsp;them?<\/p>\n\n\n\n<p>You can usually jump into the conversation or directly message users. Invite them to take a customer survey or leave feedback on your <a href=\"https:\/\/canny.io\/features\/collect-feedback\">customer feedback&nbsp;board<\/a>.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>What to ask: focusing on helpful customer feedback questions<\/strong><\/h2>\n\n\n\n<p>We\u2019ve talked a lot about how to ask for feedback, when to ask for it, and where to ask. Now we get to the meat of the topic: what customer feedback questions should you be&nbsp;asking?&nbsp;<\/p>\n\n\n\n<p>Here are some common questions you might&nbsp;consider:<\/p>\n\n\n\n<ol class=\"wp-block-list\">\n<li>What are you hoping to use our product to&nbsp;do?&nbsp;<\/li>\n\n\n\n<li>How did you hear about our&nbsp;product?<\/li>\n\n\n\n<li>What challenges led you to try our&nbsp;product?<\/li>\n\n\n\n<li>How did you find our registration process? Is there anything you would&nbsp;change?<\/li>\n\n\n\n<li>Is there anything that would prevent you from using our&nbsp;product?&nbsp;<\/li>\n\n\n\n<li>How satisfied are you with our product? \n<ul class=\"wp-block-list\">\n<li>This is the&nbsp;<a href=\"https:\/\/blog.hubspot.com\/service\/customer-satisfaction-score?__hstc=224914501.e8f1f51d8087ae4729189e8635622a60.1686856222451.1702921855522.1702935186777.409&amp;__hssc=224914501.6.1702935186777&amp;__hsfp=1354570303\" target=\"_blank\" rel=\"noreferrer noopener\"><u>Customer Satisfaction Score<\/u><\/a>&nbsp;(CSAT) score question. You just add up all your positive responses and divide them by the total number of responses. The higher the percentage you get, the better your&nbsp;score.<\/li>\n<\/ul>\n<\/li>\n\n\n\n<li>How easy did we make it for you to solve your issue? \n<ul class=\"wp-block-list\">\n<li>This is the Customer Effort Score (CES) question. You get your customers to rate how easy solving their challenge was on a scale from 1 to 5, with 5 being very easy. Some companies opt to use different scales that better suit them. You average out the scores, and the higher the number, the&nbsp;better.<\/li>\n<\/ul>\n<\/li>\n\n\n\n<li>What aspects of our product do you&nbsp;like?&nbsp;<\/li>\n\n\n\n<li>What aspects of our product would you&nbsp;change?&nbsp;<\/li>\n\n\n\n<li>How likely are you to recommend our product to others? This is the Net Promoter Score (NPS)&nbsp;question.<\/li>\n\n\n\n<li>What improvements would you suggest to improve our&nbsp;product?<\/li>\n\n\n\n<li>How was your overall experience with our&nbsp;company?<\/li>\n\n\n\n<li>How responsive were our customer service&nbsp;representatives?<\/li>\n\n\n\n<li>Is there anything else you would like to share with us that could help improve our&nbsp;product\/service?<\/li>\n<\/ol>\n\n\n\n<p>Obviously, you wouldn\u2019t ask your customers all these at once \u2014 that\u2019s an easy way to overwhelm them. Try to keep your feedback form&nbsp;succinct.&nbsp;<\/p>\n\n\n\n<p>So, decide which questions are most important to your organization. Focus on&nbsp;those.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>ASK THE RIGHT QUESTIONS AT THE RIGHT TIME<\/strong><\/h3>\n\n\n\n<p>You might also design a customer feedback survey with some of these questions for different stages of their customer&nbsp;journey.<\/p>\n\n\n\n<p>For example, let\u2019s look at a customer who is onboarding. You might want to&nbsp;know:<\/p>\n\n\n\n<ol class=\"wp-block-list\">\n<li>How did they find&nbsp;you?<\/li>\n\n\n\n<li>What are their&nbsp;challenges?<\/li>\n\n\n\n<li>What would make them use your product&nbsp;long-term?&nbsp;<\/li>\n<\/ol>\n\n\n\n<p>Suppose a customer has been using your product for years. In that case, you might focus on feedback questions designed to assess customer loyalty. Are they recommending your product? What improvements do they suggest? Do they have any product feedback for&nbsp;you?<\/p>\n\n\n\n<p>Focus on carefully <em>crafting customer surveys<\/em> with useful questions. You\u2019ll quickly uncover valuable insight you can use to boost customer&nbsp;satisfaction.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>How to respond to feedback: always follow up<\/strong><\/h2>\n\n\n\n<p>The last point we\u2019ll cover is that you always want to follow up when someone leaves you&nbsp;feedback.<\/p>\n\n\n\n<p>How you follow up depends on the type of questions you ask and the feedback your customer&nbsp;leaves.<\/p>\n\n\n\n<p>If the customer left a quick feedback request on your board or completed a short survey, you might just send a quick note thanking&nbsp;them.<\/p>\n\n\n\n<p>You can send them a personal note if they completed a longer, more involved&nbsp;survey.<\/p>\n\n\n\n<p>Often, asking for feedback uncovers negative feedback from an unhappy customer. That\u2019s an amazing opportunity to fix the situation and boost customer retention. Make sure your customer success team is notified and follow-ups to address any&nbsp;concerns.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>ASKING FOR REVIEWS<\/strong><\/h3>\n\n\n\n<p>Before we wrap up, there\u2019s one more benefit <em>to asking for feedback that&#8217;s often&nbsp;overlooked.<\/em><\/p>\n\n\n\n<p>The customers who care enough to give you feedback are most likely your most engaged&nbsp;users.<\/p>\n\n\n\n<p>Many businesses struggle to get reviews on online review sites like G2, Capterra, Google Reviews,&nbsp;etc.<\/p>\n\n\n\n<p>Why not ask your most engaged users to leave you customer&nbsp;reviews?<\/p>\n\n\n\n<p>You don\u2019t want to overwhelm them. But, a quick customer review request after they\u2019ve already left you feedback shouldn\u2019t hurt. If you\u2019re requesting feedback in-app, you might add a message to the confirmation&nbsp;screen:<\/p>\n\n\n\n<p>\u201cThanks for leaving feedback! We really value your thoughts and insights. If you have a moment, we\u2019d love it if you left us a review on [review site&nbsp;name].\u201d<\/p>\n\n\n\n<p>If you asked for feedback via email, you could send a similar note via email shortly after they left you&nbsp;feedback.<\/p>\n\n\n\n<p>This is a great way to support your <a href=\"https:\/\/www.brightlocal.com\/learn\/review-management\/introduction-to-reviews\/what-is-review-management\/\">review management process<\/a>. Plus, you can uncover more customer insight in those&nbsp;reviews!<\/p>\n\n\n\n<p>Getting a positive review on these review sites can really help your business. It&#8217;s great social proof, and it can improve your visibility on these&nbsp;sites.&nbsp;<\/p>\n\n\n\n<p><em><strong>Also<\/strong> \u2014&nbsp;<a href=\"https:\/\/canny.io\/blog\/customer-feedback-ask-for-referrals\/\">how to ask customers for referrals<\/a>.&nbsp;<\/em><\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>Dealing with negative reviews<\/strong><\/h3>\n\n\n\n<p>What do you do if you get a negative review? That can be frustrating when it&#8217;s visible to everyone on the review&nbsp;platform.&nbsp;<\/p>\n\n\n\n<p>Treat it like any other negative feedback. Thank the reviewer for sharing their feedback. Ask them to clarify their feedback. Let them know you take it seriously and will add it to your feedback board. Offer to rectify their concerns if you&#8217;re able&nbsp;to.&nbsp;<\/p>\n\n\n\n<p>Acknowledging and acting on negative reviews might win you some happy customers. And, they might be open to updating their&nbsp;review.&nbsp;<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">&nbsp;<strong>Bottom line: don\u2019t overwhelm your customers<\/strong><\/h2>\n\n\n\n<p>Any constructive feedback your users give you is extremely valuable for your business. How you ask for customer feedback means the difference between getting plenty of useful and insufficient&nbsp;feedback.<\/p>\n\n\n\n<p>By making your feedback requests subtle, respectful, and low-effort, you\u2019ll encourage your customers to get involved. Their feedback can help you grow your product and deliver a better customer experience. Even if they&#8217;re not a happy customer today, acting on their feedback could make them&nbsp;one.&nbsp;<\/p>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter is-resized\"><img decoding=\"async\" width=\"1149\" height=\"2073\" data-src=\"https:\/\/canny.io\/blog\/wp-content\/uploads\/2019\/04\/how-to-ask-for-customer-feedback-infographic.png\" alt=\"Infographic on how to ask for customer feedback\" class=\"wp-image-2317 lazyload\" style=\"--smush-placeholder-width: 1149px; --smush-placeholder-aspect-ratio: 1149\/2073;width:650px\" data-srcset=\"https:\/\/canny.io\/blog\/wp-content\/uploads\/2019\/04\/how-to-ask-for-customer-feedback-infographic.png 1149w, https:\/\/canny.io\/blog\/wp-content\/uploads\/2019\/04\/how-to-ask-for-customer-feedback-infographic-166x300.png 166w, https:\/\/canny.io\/blog\/wp-content\/uploads\/2019\/04\/how-to-ask-for-customer-feedback-infographic-768x1386.png 768w, https:\/\/canny.io\/blog\/wp-content\/uploads\/2019\/04\/how-to-ask-for-customer-feedback-infographic-568x1024.png 568w, https:\/\/canny.io\/blog\/wp-content\/uploads\/2019\/04\/how-to-ask-for-customer-feedback-infographic-67x120.png 67w\" data-sizes=\"(max-width: 1149px) 100vw, 1149px\" src=\"data:image\/svg+xml;base64,PHN2ZyB3aWR0aD0iMSIgaGVpZ2h0PSIxIiB4bWxucz0iaHR0cDovL3d3dy53My5vcmcvMjAwMC9zdmciPjwvc3ZnPg==\" \/><\/figure>\n<\/div>\n\n\n<p><a&nbsp;id=\"infographic\"><\/a><br><\/p>\n\n\n\n<p>We put all this advice into a quick PDf for you here. Download it so you can refer to it at any&nbsp;time.<\/p>\n\n\n\n<p><\/p>\n\n\n\n<div class=\"hs-cta-embed hs-cta-simple-placeholder hs-cta-embed-165991941400\"\n  style=\"max-width:100%; max-height:100%; margin:0 auto; width:650px;height:277.1953125px\" data-hubspot-wrapper-cta-id=\"165991941400\">\n  <a href=\"https:\/\/cta-service-cms2.hubspot.com\/web-interactives\/public\/v1\/track\/redirect?encryptedPayload=AVxigLI2eL7kUhdw4yg4yKWAdWcbOinW078M%2F%2BpTwJgJnBE3P2HimMpQjo3fbdA%2FyJKx7loGFe1HIxjXGA5K55xH7DVup0iJ5wIQxwSrvqH1vhD933g%3D&#038;webInteractiveContentId=165991941400&#038;portalId=5705808\" target=\"_blank\" rel=\"noopener\" crossorigin=\"anonymous\">\n    <img decoding=\"async\" alt=\"How to capture great feedback\" data-src=\"https:\/\/no-cache.hubspot.com\/cta\/default\/5705808\/interactive-165991941400.png\" style=\"height: 100%; width: 100%; object-fit: fill\"\n      onerror=\"this.style.display='none'\" src=\"data:image\/svg+xml;base64,PHN2ZyB3aWR0aD0iMSIgaGVpZ2h0PSIxIiB4bWxucz0iaHR0cDovL3d3dy53My5vcmcvMjAwMC9zdmciPjwvc3ZnPg==\" class=\"lazyload\" \/>\n  <\/a>\n<\/div>\n\n\n\n<p>What are your tips for making feedback requests informative yet subtle? Is there a strategy you feel works better (or worse)? Let us know in the comments, or reach out to us on <a&nbsp;href=\"https:\/\/twitter.com\/cannyHQ\">Twitter<\/a>.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>How to ask for product feedback without being overwhelming? Find the best tips and ideas in this blog post.<\/p>\n","protected":false},"author":24,"featured_media":5419,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"content-type":"","_lmt_disableupdate":"","_lmt_disable":"","footnotes":""},"categories":[8],"tags":[],"class_list":["post-1204","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-customer-feedback"],"aioseo_notices":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.3 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>How to ask for customer feedback for your SaaS product (+ useful infographic and a free guide) - Canny Blog<\/title>\n<meta name=\"description\" content=\"How do you collect feedback without making your customers feel overwhelmed? 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