In recent years, surveys have grown into one of the most (if not the most) prominent methods of giving voice to large online audiences. With the versatility of online surveying solutions, you can approach your users virtually anywhere – not just via emails and your website, but also inside mobile apps and social media channels.
To put it simply – pure research gold.
If leveraged properly, customer feedback can turn into a true bonanza for customer success & sales departments.
Now, what about the benefits for product teams?
How do they use feedback from users to create products people love and can’t imagine replacing?
We’ve recently asked SaaS Product Managers & UX Leads to share how surveys help them in their day-to-day work, new product development, and decision-making process. Here’s what we’ve found.
1. Product management software company GLIDR uses surveys to measure product-market fit
“We’re avid users of Survicate and we love it” says GLIDR Product Manager Shriya Nevatia. “We sell GLIDR to product management teams, and our own PM team uses Survicate to send out the product/market fit survey after people have taken our free trial.
We use Survicate’s integration with Intercom to help automate who gets the survey and when.
We then use the feedback to judge how much value GLIDR is providing to users”.
2. Shoelace Technologies use surveys to uncover product gaps and form a baseline for success
“There are several ways we leverage surveys to create the best possible product for our customers” says Shoelace Head Product Manager, Annie Li.
“Our product is widely beloved by our customers – and one of the reasons is that we not only receive a ton of feedback, but also have systems in place to manage it.
“We run ad-hoc, project-based customer research surveys for the development of new product features and monthly CSAT surveys through our CS team. Our goal is to understand what our customers are experiencing, so that we can build features and elements that, over time, eliminate the number of problems they experience.
“We also leverage smart tech solutions to conduct surveys, and to call people to get feedback from the users directly. Customer research surveys are in-depth and typically done over a call (general research about how they complete a task/do a job, review wireframes/UI with customers, demo new features and get feedback, etc.)
“Our goal is to understand what our customers are experiencing, so that we can build features that, over time, eliminate the number of problems they experience”.
“Surveys are exceedingly important as they tell us about product gaps and form a baseline for customer success. Over time our goal is to constantly improve this baseline (given that we have a hybrid, software + service product).
“Without surveys, it would be very difficult to both establish and improve upon this baseline”.
3. Fairmarkit discovers their advantage over competition & opportunities for new product development
“At Fairmarkit, we use surveys to collect customer and user feedback on our own product, as well as to get a pulse on how customers are seeing trends in the procurement space overall” says Fairmarkit Head of Product, Kelly McStay.
“We run surveys roughly quarterly, targeting both current customers and the broader market, and we use the responses to find new opportunities for our products and services, as well as pain points in existing solutions that we can address with innovative products and services”.
4. Ed-tech startup Clutch Prep uses surveys to collect NPS scores from users
“Collecting feedback from our users is something we’ve been doing constantly. It’s also an area we’ve improved a lot in” says Clutch Prep UX Lead Engineer, Sidharath Chhatani.
“We usually run surveys after we put out a new feature on our website.
“We carry out bigger surveys every 2-3 months, but we also collect opinions on a daily basis with 5-star rating scales & in binary form (thumbs up and down). These happen automatically as they are built into our site.
“We also have an NPS (Net Promoter Score) system that we use to collect information from our users once they’ve been subscribed for a month.
“All of this feedback gets analyzed and delegated to the correspondent teams to either improve or make the necessary adjustments. You’d be impressed by how technical the feedback from your users can be!”.
5. Ofri runs surveys to uncover missing features & monitor trending topics in the industry
“We run our company on the Lean Startup principle, hence we’re very serious about feedback” says Corina Burri of Swiss service provider directory Ofri.
“Why? Cause there’s no point on having a shiny product which is brilliant to us but not our customer.
“We run automated online feedback after every job completion with us. Also, our CEO runs monthly personal interviews with our customers over the phone.
“We modify our survey format each month. We ask about the features our clients miss in our product, what they like most, and if they’d recommend our business to others.
“There’s no point on having a shiny product which is brilliant to us but not our customer”.
“Based on our findings, we build new features. For example, it turns out that 98,4 percent would recommend our service to their friends. So, we’re actively engaged in collecting referrals now.
“We also survey our users about trending topics in the industry in order to be ready for the future”.
Surveys – your newest product team member
As you’ve seen in the examples above, product teams use surveys to collect a whole array of invaluable user data and to drive new product development.
Ready to inspire your own product decision-making process with user insights?
At Survicate, we offer a whole array of ready-to-use surveys for Product Development teams.
Sign up on a Free account and launch your first Product Survey right away!
Or, take some of our most effective interactive surveys for a test drive: