Generally, the user will ignore this area (especially if they are just supplying feedback) and all of the movement and highlights become very distracting and annoying. I can see this being helpful if it worked perfectly and the user was in a great mood (ie not frustrated) but rarely is that going to be the case. If my feedback is going to be public for everyone to see, I’m probably not going to send it.Īs you start typing, the system tries to find similar problems. I have always been confused as to whether this is just a list of feedback/questions other users have posted (and mine will automatically be posted here too), or if it’s more like a curated FAQ. The sidebar varies slightly from site to site, but I almost always see some sort of knowledge base. What does ‘ Post idea‘ mean? Is this going to a forum for other people to see? This gets more confusing as we examine the last part: The Sidebar
I want to send customer service a message. The placeholder text says ‘ Enter your idea.’ Idea?! I’m trying to tell you why something broke, or how frustrated I am, not send you an idea. Why can’t there be one form? The two forms are almost identical and I’m now confused as to which one I’m supposed to be filling out. Like most of the UserVoice forms I have seen, it also gives me an option to ‘Give feedback’. And are any of these fields required? The only field that matters is the large text box where my actual problem goes, and that field is buried in the middle of this form. Stop getting in the way of letting me tell you my problem. “How am I feeling”? This is not a therapy session.
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“Type”? I have no idea how to categorize my problem, and frankly I don’t care. Going down farther, we can look at the fields themselves. 9/10 times I would give up before sending them any feedback. Since when does feedback need this much information? Sure, it’s great for the company, but it comes at a huge cost to the user. The Contact Support Screenįive fields! The user is trying to tell you something (probably something really useful), and you’re asking them to fill out a form.
Companies have the ability to edit the widget as they see fit, but almost all of them look very similar to the one below. NOTE: In the examples below, I am using the UserVoice widget from the UserVoice website. The link is great at attracting the users attention, but once the user clicks the link, things turn sour. UserVoice offers a very visible feedback link, usually fixed to the side of the browser. Given the user’s state of frustration, they aren’t going to want to think they need a clear path to letting you know their problem(s). Feedback from a pissed off user is great, and extremely valuable, so you want to collect as much of it as possible. Something in your product will break, a link will be hidden, or one of a million other things will frustrate the user and they will want you to know about it (or they’ll just leave). Users are generally upset when supplying feedbackĪssuming you aren’t incentivizing users for feedback, a lot of the feedback you receive will be from pissed off users. The problem is that their product approaches the problem in the wrong way, which leads to a loss in both quality and quantity in user feedback. It’s great that they are trying to improve this space and let users be heard. Thankfully, there are now numerous services for collecting user feedback, and one of the leaders is UserVoice. Years ago there weren’t many ways to collect user feedback other than throwing out an email address on your site. And while Steve Jobs and Henry Ford (let’s assume he said that) are right when it comes to not directly addressing what users say, gathering user feedback is extremely important in figuring out what directions you should be heading. Despite how confident you are, you don’t know exactly what you should be building.
User feedback is vital for companies of all sizes, but it’s most important when your company/product is just starting out.
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