{"id":1084,"date":"2016-11-30T02:31:23","date_gmt":"2016-11-30T02:31:23","guid":{"rendered":"http:\/\/vyper.io\/blog\/?p=1084"},"modified":"2020-02-04T15:48:35","modified_gmt":"2020-02-04T15:48:35","slug":"six-crucial-user-feedback-questions-must-ask-customers","status":"publish","type":"post","link":"https:\/\/vyper.ai\/blog\/six-crucial-user-feedback-questions-must-ask-customers\/","title":{"rendered":"Six Crucial User Feedback Questions (Plus Four to Never Waste Your Time With)"},"content":{"rendered":"<p class=\"p1\"><i>Stuart Brent is the founder of <a href=\"http:\/\/userinput.io\">userinput.io<\/a>, a service that provides on-demand feedback for websites and business ideas. He\u2019s a dork and actually really into feedback, and happy to help you form the best questions for your own surveys.<\/i><\/p>\n<p class=\"p1\"><a href=\"http:\/\/vyper.io\/blog\/wp-content\/uploads\/2016\/11\/survey-questions-ad.png\"><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter size-full wp-image-1093\" src=\"http:\/\/vyper.io\/blog\/wp-content\/uploads\/2016\/11\/survey-questions-ad.png\" alt=\"survey-questions-ad\" width=\"1600\" height=\"837\" srcset=\"https:\/\/vyper.ai\/blog\/wp-content\/uploads\/2016\/11\/survey-questions-ad.png 1600w, https:\/\/vyper.ai\/blog\/wp-content\/uploads\/2016\/11\/survey-questions-ad-300x157.png 300w, https:\/\/vyper.ai\/blog\/wp-content\/uploads\/2016\/11\/survey-questions-ad-768x402.png 768w, https:\/\/vyper.ai\/blog\/wp-content\/uploads\/2016\/11\/survey-questions-ad-1024x536.png 1024w, https:\/\/vyper.ai\/blog\/wp-content\/uploads\/2016\/11\/survey-questions-ad-1240x649.png 1240w, https:\/\/vyper.ai\/blog\/wp-content\/uploads\/2016\/11\/survey-questions-ad-860x450.png 860w, https:\/\/vyper.ai\/blog\/wp-content\/uploads\/2016\/11\/survey-questions-ad-680x356.png 680w, https:\/\/vyper.ai\/blog\/wp-content\/uploads\/2016\/11\/survey-questions-ad-500x262.png 500w, https:\/\/vyper.ai\/blog\/wp-content\/uploads\/2016\/11\/survey-questions-ad-400x209.png 400w, https:\/\/vyper.ai\/blog\/wp-content\/uploads\/2016\/11\/survey-questions-ad-200x105.png 200w, https:\/\/vyper.ai\/blog\/wp-content\/uploads\/2016\/11\/survey-questions-ad-50x26.png 50w\" sizes=\"(max-width: 1600px) 100vw, 1600px\" \/><\/a><\/p>\n<p class=\"p1\">Getting feedback from users is so important for any startup or website, as it helps achieve the following goals:<\/p>\n<ul class=\"ul1\">\n<li class=\"li3\">Increasing trust<\/li>\n<li class=\"li3\">Finding points of confusion in the site<\/li>\n<li class=\"li3\">Increasing revenue \/ conversion<\/li>\n<li class=\"li3\">Learning what\u2019s missing<\/li>\n<li class=\"li3\">Improving site copy<\/li>\n<\/ul>\n<p class=\"p3\">Not everyone is great at coming up with quality user feedback questions to ask in a survey, and that\u2019s fine. It\u2019s intimidating and confusing sometimes. I get that.<\/p>\n<p class=\"p3\">I run userinput.io, which provides on-demand feedback on websites and business ideas, so I\u2019ve seen a LOT of questions asked. Sometimes when I look over orders that come through (out of curiosity or to spot-check the feedback), I cringe at the bad questions that I see. But the golden questions, those can really help you improve.<\/p>\n<div style=\"background-color: #ffff00; padding: 10px;\"><a class=\"vyper-triggers-5\" href=\"#vyperpopup\">BONUS: Learn how to get more traffic to your blog posts with these advanced content promotion strategies.<\/a><\/div>\n<p><script src=\"\/\/vyper.io\/cu-js\/cu-fullscreen-5.js\"><\/script><\/p>\n<p class=\"p3\"><b>Six crucial user feedback questions <\/b><\/p>\n<h2 class=\"p3\"><em>1) What do you think this site offers?<\/em><\/h2>\n<p class=\"p3\">This question is similar to the \u201cfive second blink test\u201d where you have someone glance at a site quickly, then tell you what it\u2019s about. If it\u2019s not clear right away, then you need to change something. Or a lot of things.<\/p>\n<p class=\"p3\">By asking what the site offers, you\u2019re no longer assuming that the offer of the site is clear, and you\u2019re testing to see if a regular visitor \u201cgets it\u201d right away. And you\u2019ll be surprised of the confusion that can come out of this question.<\/p>\n<p class=\"p3\">If you\u2019re on the right track with your copywriting and how you present everything, 90+% of respondents will understand what your site\u2019s about.<\/p>\n<p class=\"p3\"><strong>But pay attention to everyone who doesn\u2019t understand the offer and pour over what they say.<\/strong><\/p>\n<p class=\"p3\">What are they misinterpreting? What was unclear? What led them to the inaccurate idea of the offer?<\/p>\n<p class=\"p3\">Presenting your offer as clearly and simply (and enticingly) as possible is so important for conversion, and keeping people on your site. You of course totally understand your offer, but it\u2019s vital to step back and have other people try to explain your own offer to see where your site falls short.<\/p>\n<h2 class=\"p3\"><em>2) Do you trust this site? Why or why not?<\/em><\/h2>\n<p class=\"p6\">I don\u2019t like yes or no questions for surveys, but the second question here of \u201cwhy or why not\u201d makes it all worthwhile. Trust is such a huge factor in site activity, bounce rate, conversion, time on site, checkout, everything.<\/p>\n<p class=\"p6\">This gets back to the point about the offer above. You of course trust your site. You trust yourself! You\u2019re not some scammer scumbag, you\u2019re a legit person with a legit site. Obviously!<\/p>\n<p class=\"p6\"><strong>But do visitors trust your site?<\/strong><\/p>\n<p class=\"p6\">Maybe it\u2019s the overall design. I ran feedback on one of my own sites the other day, and one reviewer said they didn\u2019t trust my site because the design \u201clooked a bit out-dated.\u201d Trust is fickle. People are fickle. The design isn\u2019t that outdated in my opinion, of course. The site is built on a tremendously popular WordPress plugin. But that one reviewer thought it looked out-dated, and maybe he\u2019s right, maybe it\u2019s not as elegant and modern as it could be. And that could affect him converting and being a customer.<\/p>\n<p class=\"p6\">They\u2019ll pick up on other stuff, good and bad. Those who do trust your site will say \u201cI see the padlock in the address bar, I like that\u201d or \u201cYeah it looks professional and your team page has pictures and I like that a lot.\u201d<\/p>\n<p class=\"p6\">Or maybe they will say \u201cNo way, it looks like a pyramid scheme\u201d but they\u2019ll explain why. And the why is the crucial part that you can learn from and execute on and come up with a plan to improve with.<\/p>\n<p class=\"p6\">You\u2019re too blind to your own design, so you have to ask others, unbiased others, to tell you why your site is trustworthy. Or not.<\/p>\n<h2 class=\"p6\"><em>3) If you had a magic wand, how would you improve the site?<\/em><\/h2>\n<p class=\"p6\">This is a straight up customer discovery question, one that would be used more in the context of \u201cIf you had a magic wand, how would you make international travel easier?\u201d or whatever, in the process of trying to figure out what problem to solve with a new idea or startup.<\/p>\n<p class=\"p6\">But the question is gold for site feedback too. Some people laugh at this question, because it\u2019s kinda corny. But it\u2019s gold, Jerry, gold!<\/p>\n<p class=\"p6\">The great thing about the \u201cmagic wand\u201d question is that it gives reviewers free reign to dream, and say whatever they want. Their gears will turn, and it\u2019ll turn yours too. Some of the responses may not be possible (\u201cMake it free!!\u201d) but you\u2019ll get ideas for new features and different approaches.<\/p>\n<p class=\"p6\">When I ran a survey on my other business, which is a screen printing company, I ran it specifically on the page for bands who want custom shirts, and there were lots of fairly common answers like \u201cmore images\u201d and \u201cmore testimonials\u201d, but two respondents gave me a couple great ideas, including that I should push our graphic design services more, which I hadn\u2019t thought to do, and combine them with the band offer more clearly.<\/p>\n<p class=\"p6\">A magic wand can lead to a lot of new ideas.<\/p>\n<h2 class=\"p6\"><em>4) What confused you most about this site?<\/em><\/h2>\n<p class=\"p6\">There\u2019s a recurring theme here, but your own site can\u2019t confuse you because you built it. You\u2019re too wrapped up in it.<\/p>\n<p class=\"p6\">Is the pricing confusing? Listen to your reviewers and learn how to change it.<\/p>\n<p class=\"p6\">Is the offer confusing? Learn why.<\/p>\n<p class=\"p6\">Do they not understand why a certain feature is there? Or why they would want it?<\/p>\n<p class=\"p6\">Maybe the offer is confusing because of how it\u2019s laid out. (A reviewer for my site told me to frame the information in a table format instead, to make it easier to digest.)<\/p>\n<p class=\"p6\">How long does your process take? What happens first? What are the overall steps in the process?<\/p>\n<p class=\"p6\">Maybe they don\u2019t understand how to check out, or get started, or order.<\/p>\n<p class=\"p6\">You totally understand your site. Your visitors may not. Find out why, and then fix it.<\/p>\n<h2 class=\"p6\"><em>5) What is the site missing?<\/em><\/h2>\n<p class=\"p6\">What\u2019s not there, that the visitors think should be there? Another variation of this question that I like is \u201cWhat did you expect to see here, that isn\u2019t here?\u201d<\/p>\n<p class=\"p6\">These questions let people tell you what they would expect to see on a site like yours. Maybe it\u2019s testimonials. Maybe it\u2019s social proof. Or images of the team. Or a clearer offer. Or probably it\u2019s something very specific to your site, so I can\u2019t even imagine what it would be, and list it as an example.<\/p>\n<p class=\"p6\">Answers to this question can also lead you onto what could be included in order to help improve conversion.<\/p>\n<h2 class=\"p6\"><em>6) What is your least favorite thing about the site?<\/em><\/h2>\n<p class=\"p6\">I also sometimes run the question \u201cwhat\u2019s your favorite thing about the site?\u201d because it\u2019s nice to see what people really like, but honestly, negative feedback is better than positive, so you need to find out what people don\u2019t like, and if you\u2019re lucky, you might find someone who really shreds your site, so that you get a list of a ton of things that should be improved.<\/p>\n<p class=\"p6\">\u201cEverything looks great, no complaints\u201d is worthless feedback. They need to find something they don\u2019t like. And they\u2019ll let you know, whether it\u2019s your color scheme or logo or how you wrote the copy. I\u2019ve had people shred the popups on my sites before, ranting about how annoying they are. You won\u2019t know until you ask.<\/p>\n<p class=\"p3\">I mentioned improving site copy above, but none of the questions relate. So what questions cover that? It\u2019s more about using the verbiage that the reviewers use, and you can also explore their fears with feedback questions, by asking things like \u201cWhat\u2019s the hardest thing about X?\u201d Pour over what they really say, and then use their own words in your copy. Speak to their needs and concerns.<\/p>\n<p class=\"p3\">I was running feedback on that band merch page, and one reviewer said this in an answer \u201cWe were afraid of spending a lot of money and then being stuck with a bunch of merchandise since there is often a high minimum order\u201d when asked about ordering shirts before. There\u2019s actually a lot there for me to use in the site copy, by saying that my solution of fundraising with shirts helps avoid spending a lot upfront and getting stuck with shirts that no one wants. And I also learned to emphasize our relatively low minimum order too.<\/p>\n<h2 class=\"p3\"><b>Four awful questions that should be avoided<\/b><\/h2>\n<p class=\"p3\">What not to ask and how not to ask it. When you\u2019re getting feedback, you need it to be valuable, insightful and actionable. There are ways to shape questions to make them bear more fruit. And there are also ways to shape questions to make them rotten.<\/p>\n<p class=\"p3\">Here are some tips to avoid bad questions.<\/p>\n<h2><em>Awful: Would you buy\/use this?<\/em><\/h2>\n<p class=\"p6\">This is an awful question for a couple of reasons, one major reason being that you never want to ask a \u201cyes\/no\u201d question because you want way more than \u201cyes\u201d or \u201cno\u201d as an answer. You want detail and depth and an explanation. \u201cYes\/no\u201d limits you right from the beginning, and screws up your potential for learning something that matters. \u201cYes I would buy this\u201d is nice to feel like you\u2019re on the right track, but it\u2019s still too limiting, and you also don\u2019t know WHY they would buy it. If you\u2019re going to ask a question like this, make it a two part question with \u201cwhy or why not?\u201d added on, for the real valuable info.<\/p>\n<p class=\"p6\">The other reason it\u2019s a lousy question is that people taking surveys may be within your target market, and they may be within your audience, but you can\u2019t count on them to be your customers. I believe payment is validation, but this is not the time to see if they would pay.<\/p>\n<p class=\"p6\">That being said, there is plenty of value to \u201cWould you use this? Why or why not?\u201d which removes the payment question, and lets you gauge the desirability of the offer, and also find out what features make it desirable and more importantly what keeps people from wanting it.<\/p>\n<p class=\"p6\">A customer ran this question on an app she\u2019s working on the other day, and I reviewed her answers. It was pretty polarized, with some people hating the idea, and some people loving the idea. She ran the good version of the question with the \u201cwhy or why not\u201d part, and got tons of feedback on what people liked and what they extremely disliked on the idea.<\/p>\n<p class=\"p6\">Asking \u201cwhy or why not?\u201d makes the feedback valuable. But don\u2019t just ask a \u201cyes\/no\u201d question.<\/p>\n<h2><em>Awful: Do you like this website?<\/em><\/h2>\n<p class=\"p6\">Again, not valuable enough. A \u201cyes\u201d is flattering, but you don\u2019t know why they like it. A \u201cno\u201d is meaningless because you\u2019re just going to be bummed they didn\u2019t like your site and you have no idea what they disliked and how you can improve it.<\/p>\n<p class=\"p6\">There are better versions of this answer:<\/p>\n<p class=\"p6\">\u201cWhat do you like most about this site?\u201d<\/p>\n<p class=\"p6\">\u201cWhat do you think of the branding, design and appearance of this site?\u201d \u201cWhat do you dislike most about this site?\u201d<\/p>\n<p class=\"p6\">Any of those questions will give you helpful feedback, way more helpful than a binary response with no clarification.<\/p>\n<h2><em>Awful: How would you rate this website on a scale from 1 to 10?<\/em><\/h2>\n<p class=\"p6\">I am not a fan of Net Promoter Score or any system like it because it has no depth and detail and because it\u2019s not actionable at all.<\/p>\n<p class=\"p6\">If someone gives your site a \u201c1\u201d, whatever. If they give it a \u201c10\u201d, whatever. Did you learn anything from those numbers? Sort of but not really. You don\u2019t know why they gave it a 1, or a 10, or anything in between. You have no actionable feedback here, so you can\u2019t take action. See the previous question and ask something that you can actually learn from.<\/p>\n<h2 class=\"p3\"><em>Awful: What would you pay for this?<\/em><\/h2>\n<p class=\"p6\">Again, these survey takes may be within your target demographic, but they\u2019re not customers or leads or in your sales funnel or anything. They\u2019re just taking a survey.<\/p>\n<p class=\"p6\">Well, I take that back a little bit. If you were suave enough to get someone on your mailing list \/ waiting list to take a survey about your startup \/ idea \/ business, then they are in fact a potential customer. But it\u2019s really hard to talk someone from a waiting list into taking a survey, at least in my experience. You gotta bribe them somehow. Or develop personal relationships with them a bit, and ask questions one by one, not so much in a survey format.<\/p>\n<p class=\"p6\">But the main reason this question sucks it that people who are getting paid a small amount of money to take a survey are not probably in a position to buy your service or product anyway. By the nature of paid surveys, those taking the survey may skew towards having less income or at least less disposable income.<\/p>\n<p class=\"p6\">I quit asking this question a while ago when doing customer discovery surveys, after guys said they wouldn\u2019t pay anything, or just some really small amount for an online dating related startup I had, while customers would pay $39 or even $149 for the services.<\/p>\n<p class=\"p3\">These surveys can be great to explore ideas, validate needs, and improve your website by easily learning the weak areas. They\u2019re insightful and easy, and I love them. The formation of the question is key, so spend time giving them thought.<\/p>\n<p class=\"p3\">Also, make sure the questions are clear, and not at all misleading. I\u2019ve seen customers run a survey question (and I\u2019ve done it myself) where the question was not written very clearly, and it really affected the answers. You can end up getting feedback that isn\u2019t at all about what you asked, if your question is unclear.<\/p>\n<p class=\"p3\">That\u2019s it. I hope this was helpful.<\/p>\n<p class=\"p3\"><strong>What would you rate this article on a scale from 1 to 10?<\/strong><\/p>\n<p class=\"p3\">Just kidding. 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He\u2019s a dork and actually really into feedback, and happy to help you form the best questions for your own surveys. Getting feedback from users is so important for any startup or website, as it helps achieve [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":1093,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_et_pb_use_builder":"","_et_pb_old_content":"","_et_gb_content_width":"","_uag_custom_page_level_css":"","footnotes":""},"categories":[10,13,2,31,70,26],"tags":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v24.5 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Six Crucial User Feedback Questions (Plus Four to Never Waste Your Time With) | VYPER - Giveaway &amp; Contest Builder<\/title>\n<meta name=\"description\" content=\"How do you know what your customers want? You ASK them! 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