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  • The Top 10 User Feedback Tools for Improving Conversion

    When you’ve poured hours of blood, sweat and tears into the development of a webiste or marketing campaign, it’s easy to be biased and assume it is pure greatness. You often don’t see the flaws that others may find. It’s like supporting your tone deaf kid on American Idol. You love them so much, that you hear harmonies that no one else hears.

    User Feedback Tools Comic

    This is precisely the reason why user feedback tools are a necessary component of the online world. Think of them as the judges or mentors who are here to help you improve your conversion rates. Use their tips, tricks and insider insights to help make your business as successful as possible.

    In alphabetical order – Here is a list of the 10 top User Feedback Tools:

    1. CrazyEgg

    User Feedback Tool CrazyEgg

    If you’ve ever wondered what garners the most attention on your website, CrazyEgg can show you in easy to read and understand heat maps and analytics tools that can either validate your site or lead you back to the drawing board.

    Most of the reports look like some sort of radar map, but in reality they provide some of the greatest conversion feedback out there. After all, you’re not going to get the conversion if you’re customer never sees what you have to offer.

    CrazyEgg overs four distinct tools (heatmap, scrollmap, overlay and confetti) to help even the most web-challenged business understand the eye-path intricacies of their site.

    The site works hard to get its visitors to sign up for the 30-day free trial, but does offer some monthly packages that are affordable for even the smallest of businesses.

    2. GetSatisfaction

    User Feedback Tool Get Satisfaction

    If you were a fly on the wall in a room full of your own customers, what do you think you would hear? With GetSatisfaction you can be that fly.

    GetSatisfaction offers a place, an online forum if you will, for your customers to congregate and share ideas. Having access to these conversations and interacting with your customers in real time provides a much greater opportunity to trouble shoot and proactively address any issues or concerns, leading to greater loyalty and brand trust.

    GetSatisfaction has several levels of services designed for business small to large. Prices range from free to $99 per month for standard plans with
    enterprise-scale service available as well.

    3. Kampyle

    User Feedback Tool Kampyle

    Using the “voice of the customer” Kampyle collects feedback straight from your customers. Questions designed by you gauge your customers’ experiences, good and bad. The suggestions provided by the respondents can easily be incorporated into new campaigns, website improvements or other marketable changes. And, since most of those willing to participate leave contact information, you have a great lead database and opportunity to follow up as necessary.

    Its top-of-the-line analytics provides valuable insight by integrating with web analytic tools like Google Analytics, Omniture, ClickTale and comScore.

    Kampyle has plans for just about any size business from small to large enterprises.

    4. KISSinsights

    Kiss Insights User Feedback Tool

    As a customer survey tool, KISSinsights plays on the Attention-Deficit Disorder of the average site visitor (or survey developer). There are no long forms asking if you agree, disagree or somewhat agree; instead, it’s just a simple question or two posed to your site visitors. The answers can help make actionable decisions to better the product, the website and the overall customer experience.

    Just imagine the feedback a tool like this can provide.

    KISSinsights has three price plans for its clients and offers a free version which is limited to pre-designed surveys and has a cap on the number of responses available to you.

    5. Mongoose Metrics

    Mongoose Metrics User Feedback Tool

    There are times when a customer would rather pick up the phone to place an order or talk to a service representative than manage the process online. This is precisely when standard web analytics no longer work and Mongoose Metrics comes into play with its call tracking capabilities.

    Marketers can implement two different tactics to track how their website is drawing consumers to pick up the phone.

    Accutrack 1:1: Simply put, this one-to-one integration assigns unique phone numbers to each marketing campaign. This allows phone conversions to be easily tracked based upon which number is used. This ideal for tracking traditional media like radio, television and radio campaigns, but also for mobile campaigns. If you’re not getting the calls to that targeted number, it may be time to change up the campaign.

    Accutrack Session (Keyword-Level Call Tracking): This Javascript integration tracks each and every visitor to the website enabling you to fully understand which keywords will lead to a customer phone call. This is perfect for measuring conversions when utilizing PPC, online advertising or link building campaigns.

    6. Olark

    User Feedback Tool Olark

    There is nothing more frustrating than having a question about a product or service and not an immediate answer.

    Olark has designed a simple to use and integrated online chat platform which allows site visitors an opportunity to get the answers in real-time.

    The chat function can also be used proactively to provide sales assistance or general information. There is nothing worse than a missed sale simply because a question went unanswered.

    Not only is the chat customizable, but Olark also captures your highest volume times so you know when to have someone available to offer support. There are several price points with various features including the number of operators which ranges from 1 to 15.

    7. OpinionLab

    Opinion Lab User Feedback Tool

    From brick and mortar stores to mobile websites, OpinionLab provides timely and relevant consumer feedback for its clients through its patented opt-in feedback collection system. You can either add a feedback link to your application or embed a virtual comment card to be filled out by your customers. The best part, you are not restricted to just your website, you can garner feedback from your apps, emails, advertisements and other customer touch points.

    Although Opt-in feedback is their most popular collection system, OpinionLab offers other more targeted collection systems in order to ensure that specific feedback needs are met.

    OpinionLab doesn’t provide price points for their services but you can request a call from a representative for more information.

    8. SEOmoz

    SEOmoz User Feedback Tool

    Although SEOmoz doesn’t directly monitor user data, it does provide answers as to why or why not your website and the components within are being seen. The Keyword Difficulty tool provides an analysis of your top ranking referring websites so you can better understand what is drawing your customers to your website and adjust your content strategy. In addition, SEOmoz provides on-page recommendations to improve areas that may be underperforming.

    SEOmoz offers three different packages ranging from $99 per month to $499 month depending on the number of keywords and campaigns tracked.

    9. UserTesting

    User Testing User Feedback Tool

    Editing your own work is never a good idea; the same holds true for testing your websites. UserTesting creates unique usability tests conducted either by your own customers or a targeted panel of UserTesting participants.

    Within an hour of the usability test, you will have a report on how user-friendly the site is, complete with videos capturing the actual test. This video may prove to be the most valuable tool as you can see and hear any frustrations that the tester may encounter.

    You can also utilize UserTesting to covertly analyze your competitors’ websites, or any website, providing you with unprecedented user insight and allowing you to adjust your site based upon the reactions of real users.

    UserTesting costs $39 per user per test and recommends at least five testers to accurately gauge the sites problems.

    10. UserVoice

    UserVoice User Feedback Tool

    UserVoice takes the number one asset of any business, its customers, and offers them the chance to share their thoughts, suggestions and concerns in a simple and easy forum-like setting. Users are asked to vote whether they agree or disagree with the comment giving you a sense as to whether you’re dealing with an isolated product issue or something widespread. It also brings to light outside suggestions that may very well bring future success to your business.

    UserVoice does offer a limited free service with its most comprehensive package costing $125 per month.

    Regardless of which or any of these services you decide to try, it’s important to open the lines of communications with your customers. Knowing their preferences, their ideas, their concerns and acting upon them creates a happy customer. And a happy customer lead to landing page success.

    — Angela Stringfellow

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    About Angela Stringfellow
    Angela Stringfellow has spent the last few years of corporate life working in marketing management in the healthcare industry before transitioning her real-world marketing experience to the web. For the past several years, Angela has worked as a consultant with businesses small and large to build comprehensive social media campaigns, blogging and editorial strategies and enhance overall brand reputation and media presence, with a primary focus on Web 2.0 technologies and content marketing.
    » More blog posts by Angela Stringfellow
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    • Great suggestions Angela!

      Another good site for understanding the UX is http://fivesecondtest.com/.

    • Robert Ford

      Don’t forget Kupima User Testing: http://kupima.com – cheaper than user testing and better test management, although a smaller panel of users.

    • I’m a big fan of UserTesting.com. Although you can get friends and family to do a check for free, their testers are less likely to be biased.

      It’s amazing how blindingly obvious improvements can bee when you are watching someone not clicking on the big flashing ‘buy now’ button…

    • You could also add http://www.userreport.com to the list. They offer both online usability surveys and an online user feedback tool plus click tracking and heatmaps which includes demographics from the online survey.

    • I used to be recommended this web site by way of my cousin. I am now not positive whether or not this publish is written by him as nobody else understand such unique approximately my problem. You’re wonderful! Thank you!

    • Or for a scientific approach you could try our webreep solution. Works well with Google Analytics to find out what makes people bounce.

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    • Tim

      There are tons of feedback websites nowadays :) It really comes down to personal choice really – we found http://feedbackbutton.org to be very effective for us. It’s simple, intuitive, and there is hardly a limit on monthly submissions.

    • Wow, I didn’t realize there are so many good feedback tools. Just check out this one with multimedia customer feedback support: http://www.grabimo.com. Grabimo uses mobile web too collect video, photo, audio, as well as text. Easy to use and generate high response rate.

    • All of these tools are useful to collect feedback from your website. Other few are great at creating feedback forms and surveys. http://www.usermemo.com helps to collect feedback for the assets that are usually unattended (eg: vending machines). It helps businesses to stay on top of the performance of their remote assets. Further, usermemo.com helps to collect feedback at a micro level which is really useful

    • I would add Voice of Customer by UsabilityTools (https://usabilitytools.com/voice-of-customer/) to the list.
      It’s a real-time feedback tool that you can implement on any part of your website. It comes with two other tools such as Conversion Suite that helps you find out drop outs on your conversion funnel and UX suite to validate your designs and mockups.

    • You might also want to add Corpell Anonymous Box to the list. It’s an anonymous suggestion box with instant setup and includes anonymous chat so you can ask your respondents clarification questions.

    • We use scrap.me for getting leads on our website and it works wonderfully.

    • We use UserReport to get feedback, collect emails and at the same time get demographics of our visitors. It is 100% free –

    • I noticed the kissmetrics tool doesn’t exists anymore, I found insitez as a good alternative.

    • For B2B take a look at Reputada.Collect micro feedback at every customer touch point. https://www.reputada.com

    • Cool list, I actually recently wrote up a list of client satisfaction surveys that are really reimagining the way we think about surveys: http://blog.siftnlp.com/client-satisfaction-surveys-that-your-customers-will-love

      Thought it was quite complimentary to this post ;)

    • Another Feedback en Workflow tool for (web)designers. 100% NL!!!! http://www.showwwcase.nl

    • Several methods have been used for the purpose of forecasting data in a variety of business application [5]. Different methods vary in the manner in which the historical data is modelled. Regression methods seek to explain the data with one or more input variables and model relates the data to the inputs with a set of coefficients [5].
      An Application of this method is found in [5], which uses a liner regression model to the fit the monthly maintenance expense data of a manufacturing plant. Another method involves fitting a structural time series model to the data. Such a model is set up in terms of components which have a direct interpretation [6].
      A very popular forecast method is Box-Jenkins approach to time series modelling and forecasting [7]. This approach does not assume that successive observations and errors an example of such a model can be found in [5], in which the viscosity of a product in a chemical process is model using VCP(2) model. However, these models are very complicated and difficult to implement. Smoothing methods, on the other hand, are Simple and give equivalent performance with the right choice of model. Smoothing procedures discount past observations in predicting future data, but the manner in which past data is discounted is ad hoc [6].
      The exponential smoothing procedure is a simple method to forecast future data based on past observation [8] .In this method, pervious observation are discounted such that recant observation are given more weights and observations further in the past are given less weight. This weights decrease by constant ratio, and thus lie on an exponential curve. This method, however, can be used only for non seasonal time series showing no trend. Due to this certain adaptations are required in order to use it for time series that arise in real problems.
      A more general variation of the simple exponential smoothing procedure is the Holt-Winters method [9].The latter considers the local linear trend and seasonality in the data. The trend represents the direction in which the time series is moving, while the seasonality explains the effects of different seasons in the data. This method owes its popularity to the fact that it is very simple to implement and is comparable with any other univariate forecasting procedure in terms of accuracy [10]. Also, the components of the forecast (viz. mean, trend and seasonality) lend themselves to an easy interpretation. These components are discussed in details in the next section.
      In this paper, we apply the Holt-Winter procedure to forecast unconstrained room demand for an actual hotel. Data collected from an actual hotel is used in the initialization of the forecast components.

    • The objective of this paper is to apply and evaluate the Holt-Winters procedure to the forecast of hotel room demand. The forecast generated is based only on the hard data in the form of historical data and current booking activity. In this paper, no human input is accounted for in the forecast mechanism. The current study is part of an ongoing research aiming at developing a robust forecast system where both hard data and human input are combined. The motivation for this research comes from the fact that a good forecast would greatly enhance management decision making.

    • In this paper, we describe the research and development of a fuzzy expert system and Economic system are characterized by increasing uncertainty in their dynamics hotel room demands. This increasing uncertainty is likely to incur bad decisions that can be costly in financial terms. This makes forecasting of uncertain economic variables an instrumental activity in any organization. This paper takes the hotel industry as a practical application of forecasting using the Holt-Winter method. The problem here is to forecast the uncertain demand for room at a hotel for each arrival date. Forecasting is part of the revenue management system whose objective is to maximize the revenue by making decisions regarding when to make room available for customers and at what price. The forecasting approach discussed in this paper is based on quantitative models and does satisfactory for certain days this is not the case for other arrival days. It is believed that human judgment when dealing with external event that may affect the variables begins forecasted. Actual data from a hotel are used to illustrate the forecasting mechanism.

    • John

      We use Feedbackerr.com for gathering feedback on our projects-a good way to step out of your head and get a fresh perspective.

    • Greet tools! Dutch UI / UX / Webdesigners can also try http://www.showwwcase.nl for free. (Prototype and feedback tool:))

    • Post is a bit old and pictures are a little outdated, but it’s still a strong and valuable list! Thanks for this. Thought YesInsights might be worth a mention. It’s a simple one-click customer/user feedback survey tool that comes in both forms of native embed for email and a website widget :)

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    • Thanks for sharing, very helpful! There are many user feedback widget available on the market, if you are interested in the widget which does not slow down your website speed then I suggest you BugRem, you should definitely check it out!

    • jeremy porkes

      I noticed the BugRem tool doesn’t exists anymore, I found insitez as a good alternative.