Author: Mohamed Sehwail

Do you feel you could improve your customer success efforts but don’t know where to start? NPS software makes customer success effortless because it gives you actionable information about different aspects of your customer’s journey with your business. In this blog post, we’ll discuss 10 reasons why you should invest in NPS software and share the best NPS software options on the market.

Customer feedback management is key to success, whether you’re a small business or a large enterprise. There are many tools on the market today, but FullSession is a great way to manage customer feedback and gather actionable insights into how customers interact with your website, web app, or landing page.

You can easily create and deliver NPS surveys through our convenient customer feedback tool and use the gathered information to optimize your customer success efforts. We also have additional customer experience features such as session recordings, session replays, and interactive heatmaps to help you improve your retention rate. 

We’ll provide you with step-by-step instructions and go more in-depth about FullSession below, so stay tuned. Sign up for free to learn why businesses choose us over competitors.

NPS software makes it easy to collect and track customer feedback to improve your products and services. Let’s get right into it.

What is the NPS customer survey?

An NPS customer survey is a way to gather feedback from customers to learn how loyal they are to your business. The net promoter score consists of either one or two questions maximum. The first question should be multiple choice. You offer a 1-10 scale, one being very unlikely and ten is definitely. For example, you can ask something like, “On a scale of 1-10, how likely are you to recommend our business to friends and family?”

If you opt to add a second question, it should be open-ended, meaning that the customer is supposed to type in the answer. You can ask them what has impacted their recommendation decision the most. You can constantly offer additional incentives like discounts, gift cards, or referral codes to inspire them to take the time to respond.

How do NPS surveys work and how to analyze NPS data?

NPS surveys work by asking either one or two questions we’ve mentioned above. Once you collect enough user feedback, you sort all respondents into the following categories:

• Detractors (scores 0-6): detractors are individuals who don’t want to promote your product or service and will even go as far as to try to convince someone not to use it.
• Passives (scores 7-8): passives are individuals who feel neutral – they aren’t actively recommending your company, but they aren’t badmouthing it either.
• Promoters (scores 9-10): Promoters are individuals who are very loyal to your product or service, and they happily recommend it to their friends, family, and colleagues.

To calculate your NPS score, you’re supposed to subtract the percentage of detractors from the percentage of promoters. So, if you have 20% detractors and 60% promoters, your NPS score would be 60-20=40%.

How to ask for NPS feedback with NPS software?

Asking for NPS feedback is relatively easy. The first thing you need to do is get an NPS software that will help you create and employ your survey. FullSession lets you create beautiful NPS surveys in minutes, thanks to our easy-to-use customer feedback tool. You can check out the step-by-step instructions in this article.

Once you choose an excellent NPS tool, such as FullSession, the next step is to create the survey and post it on your website. We recommend placing your NPS survey popups on popular web and landing pages. You can also develop exit-intent triggers to display the survey popup before the user leaves your website. 

Lastly, you can send NPS surveys via email. If you opt for emails, make sure to embed the survey into the email body so that users can click on it immediately. If users have to open another window, they probably won’t bother and will ignore your survey.

How to create an NPS survey with NPS software?

You can create an NPS survey with FullSession in minutes. Here’s how:

• Sign up for a free account

• Confirm your email address and connect your website to FullSession.
• Open your dashboard and navigate to the Feedback section at the top of the page.

• Click on the New feedback widget option.

• Name your widget and add a description (for identification purposes).

• Select language, position on the page, reactions style, and accent colors.

• Customize the messages your customers will see when prompted to leave feedback. Toggle buttons on and off to select different feedback form options.

• Choose the devices you’d like to collect feedback from.

• Choose whether you’d like to receive the data in your personal or team inbox by toggling the button.

• Before you finish, you’ll see a quick checklist that confirms that you took all correct steps before publishing.

• Once the checklist is complete, you’ll be able to activate the feedback form. Press Start incoming feedback to enable the widget.

That’s it! You’ll receive notifications anytime a user fills out the feedback form. You can also access this data by navigating to the Feedback panel and checking the Incoming feedback section.

Creating NPS surveys with FullSession is effortless. Try FullSession now and see how our user behavior analysis tool can help you increase customer satisfaction and retention rates quickly and efficiently.

10 Reasons to invest in NPS software

If you’re like most business owners, you’re always looking for ways to improve your bottom line. And if you’re not already using NPS software, you should seriously consider investing in it. 

Here’s why.

1. NPS software improves customer satisfaction

Customer satisfaction is the key that unlocks the success of your business. To improve customer satisfaction, you have to analyze their behavior and identify friction points that can deter them from signing up for your service or using your product. There’s no better way to improve customer satisfaction than using NPS software because it lets you ask them directly how they feel about your business.

These tools can assist you with your customer satisfaction efforts by analyzing user behavior, providing insights and analytics, and making the feedback collection process more accessible. They come with many additional features that will help identify weak points on your website and highlight the ones that work in your favor.

2. NPS software lets you know what customers like or dislike 

Learning what your customers like and dislike about your business will help you create a better product or service. Using tools like FullSession, you can survey customers about your website usability to gain insight into their experience. Then you can watch session replays to see customers’ issues during that particular session to understand the feedback better and optimize your website.  

If users see you’re investing the time and effort to improve their experience, they will feel more valued, directly impacting your customer loyalty and retention rate.

3. NPS software identifies potential promoters and detractors 

During marketing campaigns, you would target a broad audience to have a wider reach and acquaint more users with your product and service. Marketing is expensive, so figuring out an alternative way to market your product can impact your bottom line. Identifying potential promoters and detractors is a great way to cut your marketing costs. 

Promoters are individuals who are likely to suggest your product or service to their friends, families, and colleagues. Once you recognize this group, you can offer referral codes or discounts to incentivize them to promote your product more heavily.

On the other hand, identifying detractors can help you pinpoint what exactly they don’t like about your service. It is a great way to learn more about potential friction points directly from customers who have tried your product or service.

4. NPS software measures the effectiveness of your campaigns

Every marketing campaign aims to increase the customer base, improve retention, and increase conversions. NPS software is a great way to keep track of all these elements. You can use NPS software to ask marketing-specific questions, to learn more about how customers interact with your business. Some questions you can ask are:

• How did you find our website? 
• What was the main selling point that convinced you to try our product or service?
• Do you find our social media pages informative?

Once you know the answers to these questions, you’ll know where to invest more marketing funds to yield the best results.

5. NPS software helps improve customer retention

NPS software can help you improve customer retention by making it easy to track customer feedback. By understanding what your customers are saying, you can make changes to keep them happy and coming back for more. If customers notice that you’re continuously working on providing them with a stellar customer experience, they will return or promote your business.

6. NPS software tracks changes in customer satisfaction over time

Everything is prone to change, and customer satisfaction is no exception. Your customers might be satisfied now, but that doesn’t mean that they will be as satisfied in the future.

Companies release new products and services daily, so keeping track of changes in customer satisfaction over time will help you stop customers from going to your competitors. It’s important to continuously optimize your business to ensure it stays at the top, and there’s no better way to do that than using NPS software.

7. NPS software indicates future growth

Research shows that NPS software data analysis helps you see where your business is now, but it can also indicate and impact how your business will grow over time. If you have a high NPS score, your business is more likely to flourish in the future. Moreover, if your NPS score increases by 12 points, you will double the growth rate.

A low score means that your business might fail soon and needs some improvements. 

8. NPS software compares your customer service to competitors

You can find public NPS information online, which you can use to compare your scores with your competitors’. Find industry averages via a quick Google search, and see how your score compares to other businesses in the same niche. It is a great way to troubleshoot and think of innovative ideas to make you stand out. It can also be a great way to learn from your competitors’ mistakes.

9. NPS software is cost-effective

With NPS software, you won’t have to waste time or money on customer surveys that don’t give you accurate results. You can use NPS software to collect customer feedback quickly and efficiently to focus on making changes that matter. Most NPS software tools offer free trials or free plans with limited features. FullSession can be a great way to gather important feedback without breaking a bank if you’re a business owner.

10. NPS software helps you learn more about customer behavior

Customer behavior is critical, and knowing how to analyze it will help you stay on top. NPS software doesn’t only help you deploy surveys, but it usually comes with additional tools and metrics that will help you learn more about how customers behave on your website. 

For example, FullSession offers handy session recordings and replays to record every move the customer makes while browsing your site. You can replay all user sessions to see what went wrong if they didn’t convert or what went right in case they did. Another helpful option is the interactive heatmap which identifies strong and weak points on your website, web app, or landing page. 

It analyzes which areas on your website users interact with the most and least. The tool displays the gathered information in a color-coded system where cooler colors represent areas that users don’t interact with enough, and warmer colors represent popular hotspots.

You can keep track of their whole customer journey, from visiting your website for the first time to converting into a paying customer. That will give you an excellent overview of how to approach marketing, improve user experience, and identify potential weak spots.

The best NPS software in 2024

If you’re looking for a way to improve your customer success efforts, investing in NPS software is a great idea. NPS software can help you collect and track customer feedback to make informed decisions about your products or services. Here are the best NPS software tools, according to our experts.

1. FullSession

FullSession is your one-stop-shop for everything related to customer experience. You can use our tool to analyze user behavior and learn how customers interact with your website, web app, and landing page. 

FullSession’s suite consists of one tool that is more than enough to create NPS surveys – the customer feedback tool, and additional tools that help gather other actionable information – session recording and replays and interactive heatmaps. These features will help you improve customer satisfaction and retention rates.

The most helpful tool is the customer feedback option in terms of NPS feedback. You can create stunning customer feedback forms in our intuitive editor in minutes. Follow the workflow our team provided you with, and gather NPS data in real-time.

You can combine the customer feedback feature with session replays, recordings, and interactive heatmaps. Interactive heatmaps will help you determine the weak points on your website and highlight elements that are misplaced, ineffective, or ignored. What’s excellent about FullSession’s heatmap feature is that it doesn’t slow down your website whatsoever, unlike other tools on the market, such as Hotjar.

Session recording and replays keep track of all user sessions on your website. All recordings are stored in our systems, allowing you to access them 24/7. This tool will help you identify the point when the customer decided to leave the website or what deterred them from finalizing their purchase.

Instead of manually analyzing all the information you received during the feedback gathering, FullSession analyzes this vital information for you. So, if you’re looking for a tool that’s effortless to use but offers high-quality insights, FullSession is your go-to solution.

FullSession features

• Advanced filtering
• Real-time analysis
• Insights
• Interactive heatmaps
• Session recordings and replays
• Customer feedback

Get Insights From FullSession

It takes less than 5 minutes to set up your first website or app feedback form, with FullSession, and it’s completely free!

FullSession Pricing Plans

Here are more details on each plan.

• The Starter plan costs $39/month or $32/year and allows you to monitor up to 5,000 monthly sessions with up to 6 months of data storage.
• The Business plan costs $75/month or $60/year and helps you to track and analyze up to 100,000 monthly sessions with up to 12 months of data storage.
• The Enterprise plan has custom pricing and offers customizable sessions plus full access to all features.

Book a demo today.

2. SurveyMonkey

Image source: G2

SurveyMonkey is another decent option to gather actionable data about your users’ behavior on your website and NPS responses. One benefit of this tool is a simple interface suitable for all users, regardless of their tech-savviness.

It lets you gather feedback through different means, such as web links, Facebook Messenger, email invitations, and text messages. However, one thing it lacks is diversity. This tool only offers survey-related features, unlike other tools such as FullSession, which come with many additional features, such as session recordings and replays, and interactive heatmaps.

Overall, this is not a wrong choice if you’re looking for something basic and easy-to-use. It might not offer the best price to value ratio, but you can still use the free version to test the software and see if it’s a good fit.

SurveyMonkey features

• Survey templates
• Automatic charts and summaries
• Sentiment analysis feature
• Combined filtering

SurveyMonkey pricing

Team Advantage (€30 per month per user); Team Premier (€75 per month per user); Enterprise (€ N/A). It includes a free trial.

3. Hotjar

Image source: G2

Hotjar shows how users interact with your website through tools that keep track of user behavior. You can learn where users click, how they move their mouse, which elements they click on, etc. Hotjar also has an incoming feedback widget which you can place anywhere on the screen. Users activate incoming feedback by clicking on the widget, which prompts them to rate your service on a scale from 1 to 5 and add additional feedback in the second, open-ended question.

It lets you collect this information in real-time, which you can later use to improve customer satisfaction and make your website more user-friendly.

A big downside of Hotjar is that it negatively impacts the speed of your website. Users have reported that Hotjar’s heatmap feature slows down their websites significantly, making it somewhat inconvenient.

Hotjar offers a free package with limited features. It lets you record up to 35 daily sessions. It’s a good way to test the service and see if it’s a good fit.

Hotjar features

• Heatmaps
• Incoming feedback
• User sessions recording
• Surveys
• Survey templates
• Various integrations

Hotjar pricing

 Free (35 daily sessions); Plus ($31 per month); Business ($79 per month); Scale ($311 per month). It includes a free trial.

4. GetFeedback

Image source: G2

GetFeedback is a customer experience platform that offers simple features. While it’s not the most complex software option, it’s suitable for smaller businesses that want to learn more about customers.

The dashboard is intuitive and easy to use, allowing you to create NPS surveys and distribute them according to your preferences. You can choose from various survey templates for each customer satisfaction score type and add custom branding elements.

Business owners can also create survey triggers based on keywords and user actions and send surveys via SMS, social media, chats, and emails.

GetFeedback features

• Multi-lingual surveys
• Multi-device responsiveness
• Data export
• Emailing systems support
• API

GetFeedback pricing 

Essentials ($ N/A); Pro ($ N/A); Ultimate ($ N/A). It includes a free trial.

5. Delighted

Image source: G2

Delighted is a customer experience platform that lets you create and deploy NPS, CSAT, and CES surveys to collect responses. You can opt for more complex surveys that contain multiple questions or choose the simple route by posting thumbs up and star surveys.

Delighted calculates your NPS score in real-time, updating it every time a customer responds to one of your surveys. It is important to note that Delighted is one of the more expensive NPS software options.

Overall, it can be a good fit for larger businesses that need to analyze a large amount of data in a short timeframe.

Delighted features

• Survey experience
• Email surveys
• Web surveys
• SMS surveys
• Link surveys
• Survey customization
• Analysis and reporting
• Integrations

Delighted pricing 

Free; Premium ($224 per month); Premium Plus ($49 per month). It includes a free trial.

6. SurveySparrow

Image source: G2

SurveySparrow specializes in survey responses and lets you create different surveys for all device types. It offers options like offline surveys, IP restrictions, multilingual surveys, and survey automation.

It’s suitable for businesses of all sizes, and it offers a dedicated NPS platform where you can keep track of important information.

SurveySparrow features

• Tracking NPS trends by week, month, and year
• Identifying detractors, promotes, and passives
• Automation
• Personalization
• Different customer segments
• Customer journey map
• Conversational forms
• Audience management
• Case management

SurveySparrow pricing

Free; NPS Basic ($99 per month); NPS Premium ($299 per month); NPS Enterprise ($N/A). It includes a free trial.

7. MonkeyLearn

Image source: Software Advice

MonkeyLearn is another NPS software option to consider. It offers a convenient dashboard that uses different labels and colors for easier overview and management. It is another costly tool, so it may not work for you if you’re on the lookout for something simple.

You can pair the NPS analysis feature with other options to get a more comprehensive overview of user activity and how it impacts your customer satisfaction rate.

You can try the free demo on the company’s website to see if it’s a good fit for your business.

MonkeyLearn features

• NPS analysis
• Review analysis
• CSAT analysis
• Support analysis
• Survey analysis
• Support ticket routing
• VOC analysis

MonkeyLearn pricing

Team ($299 per month); Business ($N/A). It includes a free trial.

8. InMoment

Image source: G2

InMoment is formerly known as Wootric, and it’s an experience improvement software that you can use to gather NPS data. You can run the tool on multiple channels and receive frequent score updates when you receive a new response from customers.

It comes with a visual dashboard that is easy to navigate and where you can access different audience segments. It also utilizes artificial intelligence that optimizes and speeds up the data gathering and analysis process. It’s more suitable for larger businesses.

InMoment features

• Location-based action planning
• Case management and closed-loop
• Text and sentiment analytics
• Data exploration
• NPS, CSAT, and CES surveys which you can deploy in-app web or mobile, or through email, or SMS

InMoment pricing

CoreCX ($ N/A); Enterprise ($ N/A); Custom ($ N/A). It includes a free trial.

9. YesInsights

Image source: Product Hunt

YesInsights is a customizable customer experience tool with a wide variety of features that can help you improve your business. One interesting this is the option to target specific pages and behavior on your website to enhance the effectiveness of your surveys.

The software will sort all survey responses in a colorful chart which you can access anytime, and you’ll also receive notifications as soon as someone adds another reaction. You will also see data in percentages and different categories for a more straightforward analysis.

YesInsights features

• Trigger-based surveys
• Email surveys
• Website surveys
• One-click surveys

YesInsights pricing 

YesInsights Solo ($20 per month); YesInsights Essentials ($79 per month); YesInsights Professional ($149 per month); YesInsights Enterprise ($N/A). It includes a free trial.

10. AskNicely

Image source: G2

Lastly, we have AskNicely, letting business owners and marketers collect data through on-click surveys. One-click surveys are quick & easy, so customers are more likely to respond to them than traditional surveys.

If you’re a fan of automation, you’ll be happy to hear that AskNicely lets you send automatic monthly surveys after specific events (purchase, cart abandonment, etc.). The dashboard is role-based, meaning that each member will have their set of permissions and be able to access the data through their devices.

AskNicely features

• Customer feedback
• Workflows
• Coaching
• Employee feedback
• Insights
• Different survey designs

AskNicely pricing

N/A. It includes a free trial.

Which is the best platform for NPS?

FullSession is the best platform for NPS because it gathers valuable customer satisfaction feedback in real-time without compromising the speed of your website or app. It comes with three crucial customer experience tools: session recordings and replays, interactive heatmaps, and customer feedback. You can use it to calculate your NPS score and gather other important metrics like CSAT and CES. Here is a short recap of the tools we mentioned in our NPS software list.

Software	Price	Free Trial	Customer service:	G2 Review score
FullSession	$39 /month	Yes	Chat, Email, Knowledge base	N/A
SurveyMonkey	€30 /month	Yes	Email, Phone, Help center	4.4
HotJar	$31 /month	Yes	Email, Knowledge base	4.4
GetFeedback	N/A	Yes	Email, Help center	4.5
Delighted	$224 /month	Yes	Email, Help center	4.7
Survey Sparrow	$99 /month	Yes	Email, Help center	4.4
MonkeyLearn	$299 /month	Yes	Email, Help center	4.0
InMoment	N/A	Yes	Phone, Email	4.7
YesInsights	$20 /month	Yes	Email, Help center	4.8
AskNicely	N/A	Yes	Email, Chat, Help Center	4.7

Skyrocket your NPS with FullSession

If you’re still on the fence about investing in NPS software, hopefully, this article has helped sway you. There are so many benefits to using NPS software that it’s a no-brainer decision. You will see an increase in customer loyalty and satisfaction, your customer acquisition costs will drop, and you will learn which customers you need to focus on. You will be able to predict growth more accurately, and your team will be more efficient and effective with the right tools.

FullSession is the best web analytics tool for NPS surveys because it helps you collect feedback, analyze data, filter results, and gather actionable insights. 

You can use this information to improve your customer retention rate and optimize your marketing and sales campaigns. You can combine our customer feedback tool with interactive heatmaps and session recordings and replays to get a complete overview of customer behavior and how it impacts your business.

Sign up for free today on FullSession and see why leading businesses across the globe choose our tool.

FAQs About NPS Software

How many questions should an NPS survey have?

NPS surveys shouldn’t have too many questions. Otherwise, many customers would fail to respond since it would be time-consuming. The ideal number of NPS questions is either one or two, and these two questions are always the same:

1. How likely are you to recommend our product/service to your friends and family? (the essential NPS question)
2. What is the reasoning behind your score? 

It’s an open-ended question, not as important as the first one, but it is still an excellent addition that can give you a lot of insight into how the customer feels about your product or service.

What is the NPS formula?

The NPS formula calculates how loyal your customers are to your company. The formula is straightforward and can be calculated within minutes, as long as you have all the necessary NPS data. 

The NPS formula goes as follows: subtract the percentage of detractors from the percentage of promoters. For example, if 15% of customers are detractors, 25% are passives, and 60% are promoters, the NPS score would be 60-15=45%.

What is a good NPS score?

A good NPS score depends on different factors, most importantly, your company’s goals. However, if we’re talking about averages, an NPS score above 20 is considered good, an NPS score of above 50 is great, and an NPS score over 80 is outstanding.

When should the NPS survey be sent?

Generally, experts recommend sending the initial survey within 7 to 30 days after the customer has signed up for your product or service. After that, you should send NPS surveys every 3-6 months to keep track of their satisfaction levels and changes in behavior.

What is an NPS question?

An NPS question should measure how likely your customers will recommend your product or service to friends, family, and colleagues. Therefore, the NPS survey question should be about “how likely are you to recommend our product/service to your acquaintances?”

Did you know that almost one in three customers would be ready to pay a fee for a higher level of customer service? Nowadays, customer satisfaction has become the most important factor in the customer journey that outranks price or even product itself.

It is why so many organizations now invest thousands of dollars in improving customer experience. You can do this by using customer experience tools to determine customer pain points and gather customer feedback. It will help you understand their needs and improve your products or services accordingly.

The demand for analyzing customer experience leads to creating many customer experience analytics tools such as our FullSession. It includes session recordings and replays, interactive heatmaps, and a customer feedback tool to help you gather insights about your customer experience, analyze data and see where to make the necessary improvements. To find out if it suits your needs, you can sign up for a 14-day free trial and start testing FullSession.

Now, let’s cover some basics about customer experience analysis.

What is customer experience analysis?

Customer experience analysis relies on collecting data about the customer’s interaction with the brand at each stage of the customer’s journey. The goal is to understand better the customers’ needs, experiences, and perspectives about your products or services. This user experience analysis serves as a basis for improving customer satisfaction with your business.  

Why is customer experience analysis important?

Customer experience is getting so much attention recently, as it turns out that this becomes the critical factor that differentiates one brand from another. On the other hand, a single bad experience is enough to lead to revenue loss, as statistics show us that 91% of customers who are unhappy with a brand will just leave without complaining.

That’s why brands focus on building customer loyalty by removing friction points and making the customer experience as smooth as possible.  As a result, the customers will have a long association with the brand and will likely spread the word about their positive experiences.

In addition, by providing a great customer experience, you reduce the number of product returns and avoid negative reviews. It also leads to better customer engagement, more customer acquisitions, and reduces marketing and service costs. Therefore companies are increasing efforts to solve any customer’s problem and to provide an exceptional consumer experience.

How to start with customer experience analysis?

To have a complete picture of your customer’s needs and expectations, you need to focus on gathering data to learn how customers interact with your brand. And how do you collect the data? 

With the use of a good customer experience analytics tool. Let’s take a look at the most helpful  software available on the market.

6 best tools for customer experience analysis in 2022

Here’s the ultimate list of the best customer experience analytics tools that will help you perform cx analytics and reach your business goals.

1. FullSession

Discover how your customers react to your website, web app, or landing page. With our tools, you’ll be able to single out any friction points and understand the reasons for users’ actions on your website.

We eliminate the guesswork by giving you the possibility to record and replay sessions and providing you with interactive heatmaps to see how users interact with your website and understand what they like or dislike the most. FullSession will empower you with insights that allow you to smooth out the users’ digital experience and increase customer satisfaction so that they will happily return for more.  

What else makes our software special? While other tools can significantly slow down the performance of your website, FullSession can perform the right customer experience analysis without changing the performance speed of your website. As a result, customers can enjoy browsing your website, as FullSession doesn’t affect their experience.

FullSession benefits

1. Broader analytics tools for visitor behavior and friction points analysis
2. Comprehensive analysis of issues that may lead to funnel dropouts and affect conversion rates
3. Advanced filtering options to better understand visitors’ digital experience
4. Identification of major events inside a session that saves time and gives you focus
5.  Behavior and activity tracking to optimize conversion rates better

Who uses FullSession

FullSession is often selected by businesses within the eCommerce industry. It is a tool valued among developers, digital marketers, UX designers, web analytic experts, and product managers. 

FullSession deployment

Full Session is available in SaaS cloud-based subscription model. You can use FullSession for customer experience analysis of your website, web app or landing page.

FullSession features 

• Session recordings
• Session replays
• Real-time and interactive heatmaps
• Digital engagement monitoring
• Advanced user filtering
• Advanced segmentation
• User feedback polls
• Advanced user analytics

FullSession integrations 

To optimize your website for users more effectively, you can integrate FullSession with Shopify, Big Commerce, Wix, and WordPress.  

FullSession customer support 

We provide you with detailed guides and instructions. Check out our help center to learn anything you need to know about installing the FullSession app.

What’s more, our team is there to help you any time. Just start a live chat or drop us an email, and we’ll get back to you with the best advice. 

FullSession Pricing Plans

Here are more details on each plan.

• The Starter plan costs $39/month or $32/year and allows you to monitor up to 5,000 monthly sessions with up to 6 months of data storage.
• The Business plan costs $75/month or $60/year and helps you to track and analyze up to 100,000 monthly sessions with up to 12 months of data storage.
• The Enterprise plan has custom pricing and offers customizable sessions plus full access to all features.

Book a demo today.

FullSession pros 

• Advanced filtering options that give a more thorough insight into user’s digital experience
• Activity and behavior tracking enable conversion rates optimization
• Advanced behavior analytic tools to deeply comprehend user’s behavior

FullSession cons

• FullSession doesn’t provide mobile app analytics
• Interactive heatmaps are not fully deployed yet

2. Smartlook

Image source: getapp.com.au

What do actual users do on your website? Smartlook allows you to analyze customer behavior by recording their screens. You’ll know where the visitors spend most of their time on your website, what they clicked on, or what they wrote in a form field.

Smartlook features allow you to analyze a significant amount of recordings in a short time. You learn how customers interact with your brand.

Smartlook user rating

G2 rated Smartlook 4.6 out of 5 based on 844 user reviews.

Who uses Smartlook

Smartlook offers several benefits that will be appreciated by e-commerce sites, marketers, B2B vendors, web design agencies, and SMBs.

Examples of companies that use Smartlook include  AstroPay, Vertigo Games, Hookle, StoragePlug, Alza.cz, Elitade, Kiwi.com.

Smartlook deployment 

The tool is available as SaaS cloud-based model. Smartlook is available on Android, iPhone, and iPad.

Smartlook features 

• Customer profiles
• Customer journey mapping
• Customer segmentation
• Engagement tracking
• Conversion tracking
• Behavioral analytics
• Data visualization
• Activity dashboard

Smartlook integrations 

Standard integrations include Optimizely, Salesforce, Google Optimize, Google Analytics, Slack, and Sharing sessions (with Slack).

Beyond that, many premium integrations are available: Zapier, Make (formerly Itegromat), Zendesk, Intercom, Piwik PRO, Sentry, Mixpanel, and Segment.

Smartlook customer support 

If you have any issues, you can contact the help desk via email or ask a question in live chat. Phone support is also available. They also have a decent knowledge base where you can find the solution to your problem. 

Smartlook pricing 

The free package allows you to record 1,500 sessions a month. With the startup package, this grows to 5,000 sessions and $39 a month, and the Business package offers you 15,000 sessions for $95. They also provide a custom quote for the Ultimate package.

Smartlook pros

• easy to use
• automatically tracks important events
• enables to review whole customer visit on your website
• fast forward option
• provides thorough information on user interaction with your website
• various filters allow searching for specific sessions
• user location is precisely shown 

Smartlook cons

• bugs may occur in web-app
• doesn’t allow to compare projects across platforms
• a bit slow in comparison to other programs
• it happens that the software fails to record some sessions

3. GainInsights

Image source: predictiveanalyticstoday.com

GainInsights lets you optimize customer experience by analyzing data from multiple sources. GainInsights aggregates it and provides one clear picture of customer data-driven insights.

The tool allows counter retention, helps you discover upsell possibilities, and decreases sudden churn by analyzing customer intelligence sources like usage logs, sales data, support tickets, and surveys.

GainInsights user rating

G2.com rated GainInsights 4.4 out of 5 based on 861 user reviews.

Who uses GainInsights

GainInsights is used by companies such as Verifone, Adobe, Bright Horizons, or Crisco.

GainInsights deployment 

GainInsights is a cloud-based solution available on mobile devices (Android, iPhone, iPad).

GainInsights features

GainInsights offers many useful features. Its set of solutions contains

• Activity dashboard
• Reporting/analytics
• Customer engagement
• Customer segmentation
• Communication management
• Collaboration tools
• Feedback management
• Reference management

GainInsights Integrations 

Gainsight integrates with a variety of tools, for example, Microsoft Dynamics, Hubspot, Zoom, Outlook, Zendesk, and Zapier.

GainInsights customer support

GainInsights offers a searchable knowledge base and forum to dispel any uncertainties when using the software. You may also use chat or email to shoot your questions. And in case you prefer to hear a human voice, phone support is available too.

GainInsights pricing 

Gainsight does not offer a free trial. The pricing for the premium plans is available upon request. 

GainInsights pros 

• allows you to automate almost every point in the Client LifeCycle and Maturity model. 
• success plans per client
• vast integration possibilities
• strong reporting suite
• simple and clean UI
• allows creating usable dashboards for various situations

GainInsights cons

• challenging to configure without support
• frequent bugs
• some users find it expensive
• steep learning curve 
• the wide availability of features makes it a bit clunky

 

4. GetFeedback

Image source: nicepng.com

GetFeedback is a CX solution to capture feedback from many different channels. The tool allows improving customer experience by analyzing trends and implementing quick solutions. GetFeedback contains a whole array of features to collect customer feedback in days instead of months. 

GetFeedback user rating

G2.com rated GetFeedback 4.5 out of 5 based on 313 user reviews.

Who uses GetFeedback

GetFeedback is used by such companies as AutoTrader, Puma, H&B, Toyota, Mercari, Headspace, or Carrefour.

GetFeedback deployment

GetFeedback offers a cloud-based subscription model.

GetFeedback features

• customizable forms and templates
• customer database
• customer segmentation
• campaign management
• activity tracking
• complaint monitoring
• CES survey structure
• CSAT survey structure
• AI/Machine Learning
• API
• CRM

GetFeedback integrations 

Get feedback integrates with Salesforce, Google Analytics, Slack, Zendesk, Jira, ContentSquare, Webhooks, Acoustic, Chattermill, Adobe Analytics, Zapier, Decibel, Optimizely, Tealium, Google Tag Manager, and A/B Tasty.

GetFeedback customer support 

During regular business days, the GetFeedback team obliges to answer your emails within the time frame from 5:00 am to 5.00 pm.

Providing it is included in your Getfeedback subscription, you can also use phone or screen share support via Success or Implementation teams.  

GetFeedback pricing 

Three pricing plans are available at GetFeedback: Essentials, Pro, and Ultimate. The vendor provides price details upon request. GetFeedback offers a free trial and has a free plan.

GetFeedback pros

• easy to use
• allows creating surveys quickly
• very advanced features
• intuitive user interface and dashboard
• allows gathering feedback across multiple channels like mobile, email, text, website, and social media
• easy to embed an image
• lets you share results and downloaded them in XLS format

 GetFeedback cons

• customization of surveys is a bit poor
• weak user permissions
• not possible to save survey templates

5. Plerdy

Image source: softwareadvice.ie

Plerdy allows you to automatically collect various kinds of data valuable to derive conclusions on how to grow conversion. Plerdy Heatmaps tell you where exactly visitors clicked on your website, recording them in real-time. 

There is no need to hire developers to create smart pop-ups. With Plerdy, you can design them on your own and display them on your website. Beyond that, you will get regular notifications  – SEO alerts – designed to analyze SEO factors on your website continuously.  

Plerdy user rating

G2.com rated Plerdy 4.6 out of 5 based on 103 user reviews.

Who uses Plerdy

Plerdy is used by companies like Honda, Subaru, Huggies, KredoBank, Ukrposhta, or Softserve.

Plerdy deployment 

Plerdy is a cloud-based cloud tool available in the SaaS subscription model.

Plerdy features 

• Reporting and statistics 
• Visual analytics
• Real-time data
• Content management
• Audit management
• Heatmaps
• Conversion tracking
• Website analytics
• Competitive analysis

Plerdy integrations

Plerdy integrates with Mailchimp, Google Analytics, Sendinblue, SendPulse, Google Search Console, eSputink, UniSender, WordPress, InSales, and PRMEWS. 

Plerdy customer support 

Plerdy customer support team is available via email. You can also search their knowledge base to find answers to your questions.

Plerdy pricing

Plerdy offers a free plan that enables you to track 2,000 page views per day, receive three heatmaps reports daily, and record 100 video sessions.

If you need more, choose one of their pricing plans which begins at $23 a month for Start, raises to $47 a month for Business, and $79 a month for Premium. 

Plerdy pros 

• attractive price in comparison to similar tools in the industry
• unique reporting structure
• broad functionality
• detailed filtering of heatmap analysis
• contains useful SEO checker
• clear and intuitive UI
• funnel tracking 

Plerdy cons

• the dashboard might seem a bit tricky to use
• allows to compare 30 days of the SEO audit maximum, which in many situations is not enough
• user interface is filled with a lot of information, and that sometimes makes it a bit messy

6. Decibel Insight

Image source: startupbeat.com

How do users behave on websites and apps? How to improve the customer experience in every minor aspect of their journey? Decibel helps you to discover precisely how to do that.  

You’ll learn hundreds of tiny details, including device rotations and mouse movements. The accurate picture will tell you everything about the user’s visit to the page and capture any errors, so you learn how to eliminate them.

Decibel measures online experiences using a unique new metric – Digital Experience Score (DXS), which is powered by machine learning. 

Decibel user rating

G2.com rated Decibel 4.3 out of 5 based on 32 user reviews. 

Who uses Decibel

Decibel is used by companies like Lego, British Airways, Unive, Ferguson, Safelite, Fidelity International, Provident, Tesco, River Island.

Decibel deployment

Decibel is available as a cloud-based Saas subscription model. You can also use it on Mac, Windows, and Android devices.

Decibel Features 

• Customizable dashboard
• Collaboration tools
• Data visualization
• Performance metrics
• Multi-channel data collection
• Visual analytics
• Time on-site tracking

Decibel Integrations

Decibel integrates with the following apps: Analytics, Audience Manager, Campaign, Target, Appdynamics, Google Analytics, Google Tag Manager, Iperceptions, Medallia, Monetate, Opentext, Optimizely, Oracle, Qualaroo, Qualtrics, Qubit, Slack, Tealium, Usabiila.

Decibel Customer Support

Decibel has offices worldwide with dedicated teams ready to answer all your questions. They provide 24/7 Live Rep for direct contact, email, chat support, and a knowledge base.

Decibel Pricing

Decibel asks $1400 as a starting price guideline, but they adjust it to the client’s specific requirements. There’s no free trial or free plan of Decibel.

Decibel Pros

• enables to view sessions with particular issues
• contains useful page discovery tools
• allows you to visualize user behavior thanks to heatmaps
• includes customer journey tracking and page discovery tools
• session replays let you see customer journeys first hand
• integrates with different tools

Decibel Cons

• big amount of bugs
• complex interface
• limitations in exporting and filtering data
• the vast amount of data can be overwhelming
• a small number of predictive analytical tools

Customer Experience Analysis Software Overview

Still unsure which customer experience analysis tool you should pick? Take a look at the table below to have a bird’s eye view of the six best tools we mentioned in our list.

	FullSession	Smartlook	Gainsight	GetFeedback	Plerdy	Decibel
Funnel Optimization	Yes	Yes	No	No	Yes	No
Heatmaps	Yes	Yes	No	No	Yes	Yes
Session recordings	Yes	Yes	No	No	Yes	Yes
Customer feedback	Yes	No	No	Yes	No	No
Behavioral analytics	Yes	Yes	Yes	Yes	Yes	Yes
Support	email, help center, guides, chat	email, knowledge base, phone, chat,	email, knowledge base, phone, chat,	email, knowledge base, phone, chat,	email, knowledge base, phone, chat,	email, knowledge base, phone, chat,
Free trial	Yes	Yes	No	Yes	Yes	No
Pricing	Starts at $39 per month	Starts at $39 per month	Available upon request	Not provided by vendor	Starting at $29 per month	$1400

 

Increase customer happiness with customer experience analysis

Customer experience analysis is a way of collecting feedback throughout different customer journey points to enable brands to adjust to the customer’s needs. Excellent CX strategy is a top brand differentiator that creates positive customer sentiment and makes customers spread word of mouth about the company.

With FullSession, you will be able to thoroughly analyze visitor behavior and identify pain points that may lead to increased bounce rates and negatively affect conversion rates.

Our advanced filtering options will provide a deep analysis of the customer’s digital experience. Above all, FullSession allows collecting customer feedback without affecting the performance of your website.

So why don’t you try out all of the features FullSession offers? You’ve got nothing to lose. We give you fourteen days to check out how FullSession can positively influence the customer experience on your website, and you don’t even have to use a credit card to enroll for the free trial – we made it as easy as possible. Sign up and start your adventure with FullSession right away.

FAQs In Relation to Customer Experience Analysis

Need to know more about customer experience analysis? We’ve put together a shortlist of commonly asked questions to let you dive deeper into the topic.

What makes a good customer experience?

Excellent customer service doesn’t mean meeting expectations. It goes further than that. The aim is to exceed expectations and make sure the association with the brand is as good as possible. It means showing a pleasant attitude, resolving any issues quickly, and valuing customers’ time.

What are the three main components of customer experience?

The success in customer experience relies on focusing on the following three areas:

1. Providing smooth and frictionless interactions
2. Guaranteeing fast service
3. Ensuring the customer feels understood.

These answers are based on a report from Pega, whose survey questioned 5,000 CX practitioners and business decision-makers across 12 countries.

What are the benefits of performing a customer experience analysis?

1. Customer experience analysis improves customer acquisition

In the era of social media, word of mouth has become as powerful as it has never been before. It is almost certain that a happy client will spread the word about companies that provide exceptional customer experience. And that is a surefire way to increase customer base.

The best way to increase customer trust these days is to leverage the company’s social media presence. From the first point of contact, brands do everything to maintain a positive customer experience. Building a long-term relationship with the customer ensures that the customer will further recommend the company.

2. Customer experience analysis increases customer engagement

Having a positive experience with a business creates trust. Thus companies reach out to the customers who already know their brand with propositions that add value. 

How can brands get additional feedback? Engagement through email and social media is a great way to do this. When an atmosphere of trust is created, consumers are ready to speak about their needs. And the data collected this way gives valuable insights and opens the possibility for companies to improve their products and services.

3. Customer experience analysis increases conversion rate

Feedback can improve product offerings. Happy customers who know you have considered their comments will provide more feedback. Companies need to care about customer satisfaction and increase efforts to achieve customer delight to create such relationships with their customers.

It is important to stress that relationships should always lie at the center of such efforts, and revenue increase should become a side-effect. The same attitude will help to turn prospects into long-term customers.

Customers’ input is the most important factor in determining a company’s long-term performance. Unfortunately, many business executives and companies fail to recognize this. Listening to customer feedback is precisely what separates good business strategies from excellent ones.

As a result of customer feedback forms, you may improve the user experience, minimize the cart abandonment rate, and skyrocket conversion rates. It’s important to keep in mind that, although traditional analytics tools show you what’s occurring, website feedback informs you why it is happening.

Using the information from this guide, you’ll be able to do everything from seeking customer feedback to analyzing and implementing the responses you receive. We’ll start by explaining the significance of incorporating feedback forms on your website and conclude with some clear examples and templates. Let’s dive in.

What is a website feedback form?

Website feedback represents the information you collect from your customers about their experience browsing your website. You gather such data through different types of feedback forms in hopes of learning how to improve your website, web app, or landing page.

According to Forbes, customer-centric companies earn 60% more in profits than those that are not. So, if you don’t want to lose out on all those conversions, it’s time to employ different methods and incentives to collect website visitor feedback.

Customers are the most valuable information source since they’re the ones who interact with your website the most. As data we’ve mentioned above shows, users directly impact your conversion rate, so hearing out their thoughts is the most effective feedback you’ll get.

You can find a wide variety of user behavior tools and templates that will foster and simplify the feedback collection process, all of which we’ll cover in this blog post – stay tuned.

Why is it important to collect customer feedback?

Collecting feedback is a proactive measure that all website owners should consider implementing in their customer satisfaction strategy. Visual report tools, like heatmaps and session recordings, help you determine how customers interact with your websites. 

Customer feedback forms will not only help you gather quantitative data, but they will also generate qualitative information to help you understand the psychological reasoning that impacts visitors’ decision-making.

Qualitative feedback helps you diagnose any potential issues, learn why customers behave the way they’re behaving, and find out what influences them to purchase a product or sign up for a service.

By including visitors and customers in the decision-making process, they will feel more drawn to the company because you appreciate their input. It increases customer loyalty and overall satisfaction. You must continually improve your website, products and services to stay on top of the competition.

Explaining different types of customer feedback forms and surveys

Expectedly, there are many different types of customer feedback forms and surveys. Each has a specific use case, and you can place them in different parts of the page. Here are some ways to enable customers to submit feedback:

Pop up surveys

Pop-up surveys are probably one of the most effective and easiest ways of collecting feedback. Customers are particularly fond of them because they aren’t time-consuming. When you add a quick pop-up survey to your pages, it prompts users to leave feedback by clicking one of the options offered.

As soon as a pop-up poll opens, visitors are required to take action before continuing with their current task. It’s impossible to avoid because it’s placed in the middle of the screen – they must either click away or fill out the form.

Don’t go overboard with pop-up surveys, though. Even though they only take a couple of seconds to complete, if you put too many of them on your website, it can somewhat frustrate the visitors and result in them ditching the page.

Pop-up feedback form placement is also very important. For example, if you want to learn why a user is leaving your website, opt for an exit-intent pop-up. The survey will be triggered when the system recognizes that a customer is about to leave your website. Just before they click on the back or exit button, a short survey form will pop up asking about the reason for their departure.

Your pop-up surveys should be short and quick. Choose a 1-10 scale, emojis, or multiple-choice answers as rating options. Some questions you can ask via pop-up feedback forms are:

• How satisfied are you with our service?
• How satisfied are you with your purchase?
• What stopped you from completing your purchase?
• How did you find our website?
• Have you found what you were looking for on our website?
• How likely are you to recommend our service to friends and family?
• Would you like to share additional feedback about your shopping experience?

On-page surveys

Unlike pop-ups, on-page surveys don’t take as much space on the screen, and they’re less invasive. Pop-ups force users to take action, while on-page surveys only give them the option to do so. These elements are usually located in less conspicuous places like the sides of the screen so that they don’t disrupt the customers shopping journey.

Your on-page feedback questions can be of any style, including open-ended questions and multiple-choice questions, and you can choose how long it takes for the survey to show after the page loads. Refer to question examples we’ve mentioned in the pop-up section for some ideas on what to ask customers. Here are some benefits of on-page surveys:

• they’re less invasive than pop-up surveys.
• users are more inclined to complete them because they’re quick & easy.
• it shows that you care about your customers.
• they increase conversions.

Website feedback widgets

Website feedback widgets are action-driven elements that you place on your page to ask customers about their experience. You can place them in page corners like on-page surveys or next to different elements on the page that you want to collect feedback on

When users click on these widgets, they are prompted with a scoring scale and a question. Because you can place widgets virtually anywhere on the page, there’s no confusion when determining what parts of the page the customer gave feedback on.

For example, let’s say that you’ve noticed an increase in product page abandonment. Customers were just about to finish their purchase and then exited the page. You’re left wondering why that is the case – you’ve already run them through the sales funnel, and they were just about to convert.

You can easily diagnose the issue by using a widget-based feedback survey. Put a feedback widget next to different converting elements on the page and ask customers why they were about to leave. Sometimes, even the smallest of things can make or break a shopping decision – the lack of an “order” button next to product descriptions, not including a shipping calculator on the order page, or not adding a “schedule a consultation call” option to discuss your company’s services and offers.

FullSession lets you create and customize interactive website feedback widgets that help you understand customers better. Our tool allows you to collect feedback in real-time and learn why visitors leave your page or end up converting.

You can couple our visual feedback feature with session recordings to compare users’ words with their actions. FullSession’s heatmaps are another tool you can combine with feedback forms and session recordings to get a clearer perspective on how customers interact with your website.

This type of analytics will provide you with actionable advice on improving customer experience and increasing customer satisfaction. If you want to learn how to use FullSession to gather user feedback, stay tuned – we’ll discuss it in the section below.

Bug reports

Bug survey is a type of feedback form that is especially suitable for SaaS companies. It helps you receive actionable customer feedback that showcases potential issues, errors, or glitches. Asking for user bug reports can also save you time and money on running diagnostic tests. The four key benefits of employing bug feedback forms are:

• improving customer satisfaction
• increased conversions
• better customer retention rate
• lower maintenance and diagnostics costs

This type of form must be simple to gather feedback even from users that are not that tech-savvy. We highly recommend using website survey forms that can automatically capture technical details so that you always know the bug’s origin. Make sure that the survey form is visible and easy to use. Some questions you can use for bug reports are:

• What’s the problem?
• Can you tell us your previous activities before the problem appeared?
• Can you offer suggestions on how to solve this issue?
• Has this issue occurred only once or repeatedly?
• How did the issue impact your workflow?

Specialized feedback form pages

Specialized feedback survey pages are pages created for gathering feedback. Other types we’ve talked about so far are usually found on different pages across the website. Specialized feedback pages are separate pages you can find within the menu. They don’t require pop-ups or widgets because the whole page exists for reporting a problem or suggesting a solution.

You can format it as a landing page so that users can navigate to it via search engines. It usually includes the company name and different form fields for customers to provide feedback. They will fill out the required information in a corresponding field and send it out for review.

Email surveys

You can conduct email surveys via newsletters or dedicated emails. These are great, especially if you have an extensive email database. They have the same purpose as all other types mentioned in this text. Here are some general tips on how to approach email feedback forms:

• personalize each email with the customers name
• explain why they’re receiving the feedback survey
• mention the purpose of the feedback survey
• tell them how long it will take to complete the feedback form
• give them an option to ask additional questions
• send them the link to the survey or embed it into the newsletter so that they can fill it out on the spot
• thank them for taking the time to read the email and participate in your survey
• offer an additional incentive like discounts or freebies to encourage them to complete the survey

Product and service reviews

Review feedback forms resemble buttons and pop-ups in terms of visibility and simplicity. When users log into their account post-purchase, create a pop-up that will prompt them to leave feedback about their recent shopping experience. Include a simple 1-10 scale that is instantly clickable and add an option to write additional notes and thoughts. Later, you can use this information as social proof or feature it on your social media pages.

How do you create a feedback form on a website?

Creating feedback forms is rather easy if you use the correct tools. We’ve developed FullSession with both users and business owners in mind. When using our tool, there’s no coding required – you can create interactive customer feedback forms in a matter of minutes.

Our goal is to help business owners collect information about website visitors to improve the overall experience, boost conversions and troubleshoot problems in real-time. We highly recommend combining the customer feedback feature with our other two popular options – session recording and website heatmaps.

If you receive bad customer feedback, you can check out session recordings and replays and see at what point things went wrong. You can use our heatmap feature to analyze which parts of pages are ignored by users and then post a feedback button to ask for advice on improving the page. Here’s how to create your feedback form with FullSession:

• Sign up for a free account

• Confirm your email address and connect your website to our software
• Access your dashboard and navigate to the Feedback section at the top of the page
• Click on the New feedback widget option

• Name your widget and add a description (for identification purposes)

• Select language, position on the page, reactions style, and accent colors

• Customize the messages your customers will see when prompted to leave feedback. Toggle buttons on and off to select different feedback form options:

• Choose the devices you’d like to collect feedback from

• Choose whether you’d like to receive the data in your personal or team inbox by toggling the button:

• Before you finish the setup process, you’ll see a quick checklist that confirms whether you completed everything correctly before publishing:

• Once the checklist is complete, you’ll be able to activate the feedback form. Press Start incoming feedback to enable the widget:

That’s it! You’ll receive notifications anytime a user fills out the feedback form. You can also access this data by navigating to the Feedback panel and checking the Incoming feedback section:

As you can see, creating interactive feedback forms has never been easier with FullSession. Create a free account and see how our web analytics tool can help you boost conversions.

What are some questions you would ask to determine a customers need?

Design

• Do you like the design of our website?
• Do you like the color story?
• Did you think that the images and videos on our website are relevant?
• Are buttons easy to differentiate?
• Did you enjoy the mobile version of our website?
• Do you have any suggestions on how to improve the design?
• How would you rate the usability of our website on a scale of 1-10?
• Is there anything you would change about the design of our website?

Navigation

• Did you find desired links and pages easily?
• Did you like how important pages were connected?
• Did you have to click too much to get to the desired link?
• Was it easy to navigate the mobile version of our website?
• Do you have any suggestions to help you navigate our website more easily?

Content

• Did you enjoy the content you just read?
• Was the information relevant to the title?
• Did you find the page helpful?
• Was the content engaging and easy to read?
• How would you rate this article from 1-10?
• How did you find this article?
• Was the instructional video helpful?
• Did the instructional video help you with product/software setup?
• Would you share this content with your friends, colleagues, or family?
• Is there anything you would change?
• Do you have any suggestions on how to improve the content?

Website performance

• Did the website load quickly?
• Was the checkout process quick?
• Did the images load quickly?
• Did you notice any broken elements, images, or buttons?
• Did the instructional video have buffering issues?

Pricing

• Do you think that our product or service is too expensive?
• Do you get enough value out of our product?
• Are you satisfied with the frequency of discounts and sales on our website?
• Are the pricing models on our websites easy to understand?
• Do you think our price to value ratio is better than our competitors?

General questions

• What did you enjoy most on our website?
• How frequently do you visit our website?
• Is there anything you’d like to change about our product or service?
• Did you come across any issues when browsing our website?
• How likely are you to recommend our webpage to friends, family, or colleagues?

How to score feedback form results?

Now that you’ve used our feedback form template questions and know which approach to take when analyzing different aspects of your website, it’s time to learn how to score and analyze the gathered results:

Customer satisfaction score

A customer satisfaction score (CSAT) calculates how satisfied your customers are with the product or service. It’s a quantitative metric, and you can use it to analyze satisfaction after a specific event – for example, subscribing to a service or purchasing a product.

Usually, you use a 5-point scale when looking for a CSAT rate:

• Very unsatisfied
• Unsatisfied
• Neutral
• Satisfied
• Very satisfied

Here’s how to calculate it: ((number of satisfied customers (4 stars) + number of very satisfied customers (5 stars))/number of total responses)*100%.

Here’s an example – ((90+100)/250)*100=76% – 90 is the number of customers who chose4 stars, 100 is the number of customers who selected 5 stars, 250 is the total number of responses.

Customer effort score

Customer effort score (CES) measures how difficult or easy it is to interact with your business. You use a 1-7 scale to measure the score:

• Strongly Disagree
• Disagree
• Somewhat Disagree
• Undecided
• Somewhat Agree
• Agree
• Strongly Agree

You calculate the CES score by adding all received feedback and dividing the number by the total number of responders.

Net promoter score

Net promoter score (NPS) is a metric that calculates how loyal your customers are. You use a scoring system that ranges from -100 to 100 and calculates how likely the customer will endorse your product or service to someone else.

It works by asking a question similar to “how likely are you to recommend our service to your friends” and users are presented with a 1-10 scale. Depending on the number they select, you categorize them into three categories:

• Promoters – choose either 9 or 10 – very loyal customers
• Passives – choose either 7 or 8 – satisfied customers
• Detractors – choose a score between 0 to 6 – unhappy customers who might tell others not to buy your products or use your services.

You get the NPS score by subtracting the percentage of detractors from the percentage of promoters.

Quick tips for creating effective feedback surveys:

• Offer incentives to encourage customer feedback – discounts, free memberships, free trials, free e-books, rewards, points, etc.
• Make it short, quick & easy – no one wants to waste a lot of time on filling out feedback forms
• When possible, use multiple-choice answers and make them immediately clickable
• use additional behavior analytics to get more detailed information about the overall Customer experience (scroll maps, heat maps, session recordings)
• Always thank customers who fill out a feedback form
• Gather feedback frequently
• Offer enough alternative answers
• Make sure that it’s mobile-friendly

Get Your Own Customer Feedback With FullSession

Taking care of your customers and their experience can make or break your business. In today’s changing digital environment, it’s important to stay on top of trends and clients’ desires. And, there’s no better way to learn more about their decision-making process than collect feedback directly from consumers.

FullSession’s advanced user experience analytics has the power to help you outrun the competition and improve your customer success rate. You can combine our top features to receive actionable feedback and learn more about why your customers behave a certain way while browsing your website.

FullSession Pricing Plans

Here are more details on each plan.

• The Starter plan costs $39/month or $32/year and allows you to monitor up to 5,000 monthly sessions with up to 6 months of data storage.
• The Business plan costs $75/month or $60/year and helps you to track and analyze up to 100,000 monthly sessions with up to 12 months of data storage.
• The Enterprise plan has custom pricing and offers customizable sessions plus full access to all features.

Book a demo today.

FAQs In Relation To Website Feedback Forms

What are good website feedback form questions?

It mostly depends on the type of issues you’re trying to diagnose. However, if we’re talking about general questions, you can consider the following:

• What did you enjoy most on our website?
• How frequently do you visit our website?
• Is there anything you’d like to change about our product or service?
• Did you come across any issues when browsing our website?
• How likely are you to recommend our website to friends, family, or colleagues?

How do you ask for feedback from customers?

You ask for feedback from customers by setting up feedback forms on your website. The most common ways of collecting feedback are:

• pop-up surveys
• on-page surveys
• website feedback widgets
• bug reports
• specialized feedback pages
• email surveys
• product and service reviews

What should be included in the website feedback form?

Every website feedback form should include one or more of the following elements:

• a clear and concise question
• a simple and quick rating system – multiple-choice question, 1-10 scale, stars, emojis
• option to add open-ended feedback
• a thank you note for users who complete the survey
• optional – a reward or another incentive to encourage them to fill out the form

Getting customer feedback is now easier than ever. If you want to know what your customers think about your product, service, or company, you don’t need to spend a lot of money or hire a whole team of researchers. You can easily use online feedback tools to find out what your customers say about your brand.

Customer feedback is a critical part of the product development process. You can get customer feedback before launching new products or services, thereby ensuring the project’s success. There are many ways to get customer feedback online, and in this blog post, we will teach you how to do so.

If you’re new to collecting customer feedback, you can test the waters with FullSession, our web analytics tool. We provide customer feedback methods such as website heatmap tools, session recording and replay, NPS surveys, and real-time incoming feedback. Register your account and start a 14-day free trial.

Why is customer feedback important?

Image source:superoffice.com

Customer feedback lets you shape your existing products or services and helps you get great ideas to launch new offers. Also, you can improve the customer service experience to ensure your users never feel ignored or forgotten.

You can request feedback from your customers in many ways. The most common methods are surveys, interviews, focus groups, and online reviews. When collecting feedback, it is important to get accurate and unbiased information. To achieve this, protect users’ privacy and ensure that all responses are confidential to motivate users to share honest feedback.

By receiving feedback, you can track trends and patterns in potential customers’ behavior, use this information to meet customer expectations, and motivate them for future purchases.

Why should you gather customer feedback?

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When you receive negative comments from unhappy customers, don’t delete them. If your customers have negative experiences, it’s your job to address them. Consider negative reviews as a motivation to improve your business, learn more about your customers and create a customer-centric culture in your company.

Listen to their complaints and find out why they gave you a bad rating. You may find that there’s a problem with your products, services, or your website, or maybe your support team just didn’t deliver the right communication. Try to understand what went wrong and provide genuine effort to prevent these issues from occurring again in the future.

The 10 effective ways to collect customer feedback online

To get the most of customer feedback, you need to know which channels are right for your business, how to ask questions that give you the most useful data, and how to use each source of information. Here’s a short list of different methods that help you get customer feedback that matters.

1. Get customer feedback with web analytics data

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If customers visit your website many times but fail to make a purchase, they may be interested in your products or services but confused about the process. Based upon what your customers do when they visit your website, you can identify:

1. Where and why customers drop off in the sales funnel
2. The most popular areas of your website
3. Which pages you should improve or redesign
4. Which pages you should eliminate
5. Where and how visitors convert into paying customers
6. Which products or services are most popular

Deep customer insights gleaned from web analytics data help you make more informed decisions about your digital products or services, provide a competitive advantage for your business, and drive repeat sales.

2. Get customer feedback by email

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Email is a customer service channel that you can use to gather feedback at every stage of the customers’ journey. To maximize the chance to hear and understand your customers, do the following.

Get customer feedback with email surveys

Sending out an email survey is a great way to get high-quality feedback from your customers. By reaching out directly with a survey, you can learn more about what interests them and what products or services they would like to see more.

There are many benefits of email surveys, including the following:

1. They are quick and easy to set up and administer.
2. They are affordable.
3. They are reliable.
4. They are fast-paced and provide you with immediate feedback.

Creating an email survey allows you to understand your customers better, regardless of the industry you’re in. The valuable feedback you gather from customer surveys can help you inform product development, marketing strategy, improve customer service, and make business decisions faster.

Get customer feedback with personalized responses

Building a strong customer base is a key to success. One way to do this is by sending emails to your subscribers with a personalized response from your company when they subscribe to your service. Personalized response provides you with individual customer feedback and helps you get a better understanding of what your customers want.

When you ask customers about their biggest problems and read their answers, you can create a more comprehensive user experience and increase customer retention. The more specific you get with your response, the greater impact it has on user satisfaction.

Get customer feedback immediately after a purchase

You can use email to help your customers feel valued. For this purpose, take a few minutes and ask your customer how they feel about the shopping experience. Let them rate their experiences on a scale of 1–10, or ask what they like most and least about your products or services.

It helps build strong relationships between you and your customers, which leads to one-time buyers becoming loyal patrons of your brand.

3. Gathering feedback with website surveys

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You can use website surveys to improve your site, find out what people like or dislike, and identify problems that slow people down or prevent them from using your products and services.

If you come up with smart questions, the customer survey can be an ideal way to gain insights into the customer experience. To ensure your customer feedback questions provide actionable insights, ask customers:

1. How they use your site
2. What they would like to see
3. Whether they have a positive or negative experience
4. What was good or bad
5. What their feature requests are
6. How you can improve their customer experience

You can also use website customer feedback surveys to gather data about your target audience. This information helps you create more effective marketing campaigns targeted at specific groups of people, removing your assumptions in the process.

4. Obtaining feedback with usability tests

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Usability tests are important because they involve real users working with your website or mobile app. You can learn about users’ willingness to use your product, their confidence in your solution, whether they would recommend your product to their friends and if they would like to use it again.

Usability testing provides concrete, actionable feedback on whether your website design meets your goals and objectives. It helps your product team focus on your user needs, identify usability challenges early in the development process, understand how people use the product, or discover problems with structure, content, or layout.

5. Get candid feedback with user interviews

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User interviews may be simple, informal surveys or more structured interviews. You can consider user interviews as a source of qualitative feedback, ideas, and suggestions at an early development stage and understand the motivations behind user behavior.

They can reveal both positive and negative information about your website. You can find information about your site’s design, its ease of use and effectiveness, or any other subject or topic you want to evaluate.

You probably already have a high level of confidence in your website design and functionality. But that’s not enough. Your work needs to be validated by the people who will use it, and user interviews are perfect for this purpose.

6. Collecting feedback with social media channels

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Social media networks allow you to tap into your customers’ needs and concerns with relative ease. Feedback on social media is often more candid than other channels and brings more value to your business.

Social media is all about transparency, honesty, and two-way communication. Once you start marketing your products or services, your customer service team needs to monitor social media channels, listen to positive and negative user feedback, and respond promptly to show customers you care about them.

When used effectively, customer feedback helps you refine your products and services over time, resulting in higher customer engagement and retention.

7. Collect customer feedback with suggestion boards

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Users love to help brands improve. You can create an online suggestion board, whether on an existing website or via a standalone platform, and invite users to write product or service feedback that may be upvoted or commented upon by other users.

Top articles with many up-voted comments can help you determine what users are looking for. Once you collect feedback, take action to improve or update your offer according to user ideas.

By continuous monitoring on this channel, you can solve user problems quickly and understand what new customers or loyal customers want from your brand.

8. Monitor feedback on other sites

It’s incredible how much publicity your company can get beyond social media. Blogs, forums, or magazines have comment sections full of positive or negative feedback influencing how people perceive your brand.

In the online world, negative reviews and comments can easily spread like wildfire. You need to monitor and respond to user comments if they run into issues with your product or service.

By addressing issues in real-time, your support team can solve problems before they escalate and engage customers with helpful responses creating a positive image of your brand that drives awareness and builds trust.

9. Collect feedback from live chat sessions

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Live chat is a simple way to talk and connect with your users and get the most out of the time you spend together. It’s an essential tool that helps you build customer trust, brand loyalty, or win over new customers.

With live chat, you get instant feedback, which is critical to providing quality service. The customers will know their concerns are taken seriously by real humans and that your company dedicates its attention to customer satisfaction.

You can send direct messages to users, ask questions and resolve issues quickly to improve the brand’s reputation. Also, you can let users rate your chat sessions to improve the overall quality of your customer service.

10. Receive instant feedback with website feedback widgets

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You can add a feedback widget on your site to help customers leave comments and suggestions in real-time. This qualitative data lets you understand your strengths and weaknesses and helps in shaping your future products and services.

You can use these widgets to create polls, quizzes, ratings, or popups to ask users what caused them to stop converting. These insights will help you serve your customers better.

What is the best way to get customer feedback?

Now that we covered some of the most effective ways to gather customer feedback online, let’s explore how FullSession helps you with its features. Whether you run a small business or lead a large corporation, FullSession can jumpstart your customer feedback efforts. To start using FullSession, create your account and start a 14-day free trial.

What is the FullSession customer feedback form?

Customer feedback means everything. It’s a critical aspect of online success, and it helps you understand the wants and needs of your users.

FullSession provides a comprehensive customer feedback tool that makes it easy to connect with your customers and learn what they really think about your products and services. By using FullSession to ask questions and gain insights, you can engage with customers, collect data, and take action to delight them.

You can integrate FullSession’s real-time customer feedback tool with any website, web app, or landing page in minutes. FullSession automatically captures and organizes real-time customer feedback on every page of your site.

How to use FullSession to collect customer feedback?

After registering your account, you will have access to FullSession dashboard that helps you monitor your website data in one place. You’ll see a Feedback tab in the primary menu. Click on it to start creating your feedback form.

You’ll be redirected to a new panel, where you can see a list of feedback forms created in the past. For each form, you can see details such as:

• Status (active/inactive)
• Form name
• Date created
• Created by
• The number of responses
• Actions ( view responses)

When you click on the View responses tab, you’ll get all the details of your visitor’s thoughts and feelings about your site. It provides you a more in-depth look into your website visitors feedback, including details such as:

• Navigation (previous/next)
• Time range
• The number of items per page
• Feedback response filter
• URL contains to see user feedback for a specific page
• Responses and Results tabs
• List view/Session replay view
• Download or share user feedback

For each user feedback, you can see the following details:

• Ordinal number
• User ID number
• Page URL
• User sentiment
• User comment
• User email
• Device, browser, and operating system
• Session date
• View feedback button that opens the session replay
• Delete icon to remove single feedback

If you choose the Results tab in the upper left corner, you will see an overview of user feedbacks with average results for a specific period.

The 6 easy steps to collect customer feedback

You will see a New Feedback Widget in the upper right corner you should click on to access the feedback form creator.

In the first step, you need to add a name and a short description to your form. Naming your feedback form will help you find it easier in the forms list.

In the second step, you can define your form appearance. You can set:

• The form language (English, French, or Arabic)
• Set the form position on the page
• Define reactions style
• Add accent and alternate color
• See a desktop or phone preview

If you are not satisfied with your design, you can reset settings or click on the Done button when you finish with your changes.

In the third step, you can set up the flow. You can define the initial question to understand the user’s emotions, require the customer’s email address, define the additional message, and write a thank you message to your user.

In the fourth step, you can target your audience by devices they use and set to collect feedback on all pages or a single page you specify with FullSession tracking code.

In the fifth step, you can choose to receive individual user feedback by email. It’s important to know that there is a daily limit in the number of responses you can receive directly to your inbox.

In the sixth or the final step, you can review if you have completed all necessary steps in form creation and activate your widget to start receiving user feedback.

Get real-time Incoming Feedback with FullSession

With FullSession Incoming Feedback, you can connect with your customers easily. The Incoming Feedback widget is a small interactive tool that lets users provide their feedback in real-time without interrupting their browsing experience.

Feedback polls allow you to ask your customers simple questions and get honest answers quickly. You can fix issues faster, stop losing potential customers, and improve the overall customer experience. Add a feedback box to a highly-visible place on your site with an open question to start collecting user data — there are no additional integration steps!

Also, you can’t expect customers to answer long, tedious questionnaires about their experience so, FullSession provides you icons to uncover customers’ sentiments and let them express their feelings with a single click. 

Once customers share feedback, you can watch session recordings to learn what happened, understand their concerns, and find areas of improvement.

Find out Net Promoter Score (NPS) with FullSession

Net Promoter Score (NPS) is a customer feedback tool that measures an individual customer’s willingness to recommend your product or service to others.  By asking a simple question, you can dive into the minds of your customers and better navigate the short and long-term success of your business.

The Net Promoter Score (NPS) is a simple way to test customer loyalty. To calculate your score, use FullSession to host a poll and ask customers on a scale of 0 to 10 whether they would recommend your brand to friends and colleagues. FullSession sums up the number of customers who give you a 9, 10, or 0 and subtracts the percentage of detractors from the percentage of promoters.

A high NPS score means that your customers are happy with the products and services you provide. One of the best ways to increase your score is to ensure that you’re offering and delivering excellent customer service.

Reach out to all of your customers regularly and thank them for their loyalty — if you do it sincerely, they’ll know it and return the favor with a positive review.

Get quick feedback with FullSession heatmaps

Instead of asking for users feedback, you can use FullSession interactive heatmaps to get a visual representation of the customer experience on your website. Heatmaps show colors patterns that correspond to different page areas, letting you see which elements of your web page attract users the most and how they interact with them.

High-intensity colors show the maximum user engagement, while low-intensity colors, such as blue, show user disinterest. You can then adjust the content and layout of your website based on this information to make it more user-friendly.

FullSession tracks all user interactions, including mouse movements, clicks, and scrolls, in real-time and on multiple devices. Use it to minimize bounce rates, shopping cart abandonment, shopper dissatisfaction, and boost conversions and sales.

Collecting customer feedback with FullSession session recordings and replay

With session recordings, you can better understand your website’s usability at each step of the customer journey. With FullSession session recordings, you’ll get a more focused approach to increasing conversion rates and improving customer satisfaction.

Session recordings are full-screen videos that help you see how people interact with your website, web app, or landing page and what confuses them.

By watching a session replay, you will get enough insights to identify and fix any issues your users might have with your website content or layout. Also, you can use session replays for training purposes, troubleshooting issues, or as a form of market research.

The 5 reasons to choose FullSession

FullSession provides you with all the necessary tools to get customer feedback online. Here are the top five reasons why FullSession should be your first choice:

1. Broader analytics tools for visitor behavior and friction points analysis
2. Comprehensive analysis of issues that may lead to funnel dropouts
3. Advanced filtering options to better understand visitors digital experience
4. Identification of major events inside a session that saves time and gives you focus
5. Behavior and activity tracking to optimize conversion rates

The best part? You can test all features with a 14-day free trial. We don’t ask for any payment information, and there are no hidden fees or penalties. It is a great option to see if our web analytics tool is the right choice for your business. Register your free account today and start your journey with FullSession.

FAQ

Here is the list of frequently asked questions about getting customer feedback.

How do you get customer feedback online?

There are many ways to get customer feedback online. Here are some examples.

The first way is to use surveys. You can use surveys to gather feedback on products, services, and company policies. Also, you can use it to collect data about customer preferences and attitudes.

Social media networks are very useful for getting customer feedback. You can use social media platforms like Facebook and Twitter to ask customers their opinions about your offer.

You can also use online questionnaires to collect feedback from customers. Questionnaires can be in the form of an online survey, an email questionnaire, or a comment card questionnaire.

Which one should I use for my business: online survey, focus group, or in-person interview?

There is no one-size-fits-all answer to this question, as the best way to conduct a survey, focus group, or in-person interview will vary depending on the type of your business and your target market. However, here are some tips on how to choose which type of survey to use:

1. Do your research and read reviews of different types of surveys before making a decision.
2. Consider what information you need to get from your users.
3. Think about what questions would be most relevant and useful for your business.
4. Choose a survey method that is easy for you and your team to organize and monitor.