How may internal customer feedback be gathered?

Hello there!

As the title of the post suggests, I’m concerned about how you collect feedback from internal customers? We’ve conducted surveys, interviews, and usability tests. I’m seeking for a tool that will enable me to establish a baseline for customer satisfaction that I can compare to both before and after introducing new features and/or revisions. I’ve read some publications that discuss how to modify the NPS or CSE. Thoughts? I appreciate it in advance. You are all always very kind.

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Stop using NPS immediately.

Consider the simple act of asking questions:

  • Does this function address your issue? Whether or not.

  • Does this feature enable you to achieve your goals? Whether or not.

  • How easy is it to use the following functionality, in your opinion? (Score for customer effort)

Ask detailed questions to gain insight into the proportion of people who are or are not satisfied. Don’t only focus on the numbers. When it comes to results and usefulness, numbers are meaningless.

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So did the above tests, interviews not get you desired results ?

There is a lot of data (if you have analytics set up) that you can look at. Then you can talk to your users to understand the why.

Keep your questions non-leading, take notes.

Talking to humans and MOM test are great books in the area

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@MarioRoomero, For internal users, we have not yet incorporated NPS of CES. We have been conducting user interviews, especially when developing a new product, but I’d like to introduce a survey that we send out on a regular basis to gauge interest. I appreciate you suggesting these books, and I will look them up.

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Internal users are convenient because you can simply add time to their calendars. But in all seriousness, you can generally discover a few customers that have a strong attachment to your product. For representative input, a decent balance of power users and casual users is essential. The best users are those whose bosses will give them credit for spending time with you since they can connect giving you feedback with their own performance.

I advise creating a “user group”; I’m not sure how prevalent they are now, but they were popular with on-premises enterprise applications. Typically, they were user-led, and the PMs were able to sort of listen in. The general concept is a community that shares best practices. With an internal group, you can take them early concepts for input, and you’d be largely running them at first.

A user group that participates in “bug bashing” with the team and/or receives early access to new features is another option. I enjoy this strategy because they frequently promote new features and find faults or insufficient user flow prior to launch.

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Absolutely love this Idea @DhirajMehta. With the release of this new functionality, we will once again conduct bug bash/UAT sessions in addition to training sessions. A simple poll was recommended as a way to gauge the effectiveness of the entire product both before and after the feature was introduced. The fact that the majority of comments on this page are about simply speaking with users and receiving thoughtful input truly interests me :slight_smile:

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some tools

  • Intercept satisfaction questions are useful for the present moment. with an analysis dashboard on top. If it’s a digital experience, using a tool like Qualtrics will make it simple.

  • Though this tends to skew negative comments, always-on feedback buttons are a useful approach to discover issues that monitoring misses. I’ve seen physical button-type tools in places like restaurants or public locations, and digital is simple.

  • A page for open public feedback similar to an app review. There are numerous ways to accomplish this using a form tool.

Feed the dashboard with the above data so it can create a baseline for you to work from.

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Simply because you want to evaluate internal customers, it would be useful to ask qualitative questions rather than depending solely on NPS. Simple questions like “How helpful do you find new features/products?” are acceptable.

This will enable you to spot user experience breakdowns both before and after the introduction of new features. Use ProProfs Survey Maker, a robust survey tool that enables you to gather feedback and track your NPS score, for precise statistics. Good fortune!

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Although it’s not precisely NPS or CSE, I discovered a tool called Rapidr that allows you to gather internal customer feedback from your sales, support, and customer success teams. It resembles a system for managing feature requests and ideas more.

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Yes, I have looked into including feedback buttons in our product and would love to get there eventually.

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Which tools would you recommend for always on feedback? And the form tools you mentioned.

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@NatalieSmith, I am familiar with Qualtrics. Utilizing JS code in a web page or an in-app SDK, you may embed an always-on experience using the digital intercept tool that they have available. In addition, it includes capabilities for quick feedback surveys. There are numerous such products like ForSee and OpinionLab available.

A useful tool for gathering input is UserVoice.

I’m not sure how big your product is, but a straightforward link to a Google or Microsoft Form would also be effective.

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Awesome, thanks for the response, I appreciate it :pray: I’ll check out Qualtrics

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@DavidMercy, Thanks, will check out Qualtrics.

Thank you all for your inputs and insights. Really appreciate.