Question

Best practices on gathering user feedback?

  • 2 September 2019
  • 3 replies
  • 115 views

Userlevel 5
Badge +2
Our community is sort-of in the process of redefining itself. We are planning on executing a user survey and now I would be curious to know your thoughts? Any do's or dont's? What did you ask? How did you implement the survey?

Also, if you have some best practices on exit surveys, I would be happy to hear 🙂 We do have an exit survey, but the feedback we get is not really usable. (And they say our survey is too long 🙈

3 replies

Userlevel 7
Badge +3
Hey @Suvi Lehtovaara not sure if this helps at all, but we created an area on the forum called the greenhouse, in our Members lounge.

Our UX teams use this area to post topics on things they want to get user feedback on. We've varying success, to some degree it depends on the subject matter. But we usually find posting a feedback request here, then PM'ing a load of users (as a way to encourage active users to comment and also as a way of trying to re-activate members) to come and give us their views and opinons.

https://forum.ovoenergy.com/members-lounge-46

Darran
Userlevel 5
Badge +2
But we usually find posting a feedback request here, then PM'ing a load of users (as a way to encourage active users to comment and also as a way of trying to re-activate members) to come and give us their views and opinons.


Thanks @OVOdarran !

Do you hand-pick the users you invite there or? 🙂
Userlevel 7
Badge +3
Depends on what we need/looking for? If its a more general piece, we tend to ask active users (as we know they will reply) and then a load of random users, that haven't engaged for a while, in an attempt to get them back involved.

If we need some very specific, i.e needs a very quick turnaround, or is about a specific product/service that we know only certain users would be able to give valid feedback on, then we'd hand pick them.

Hope that helps.

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