1

Designing a Customer Feedback Program to

Measure and Improve User Satisfaction

www.userzoom.com

2

The #1 Platform for Agile Usability Testing & User Experience Analytics

Our all-in-one enterprise solution make research & testing

cost-effective, agile and easy

3

• Chat box is available if you have any questions

• There will be time for Q&A at the end

• We will be recording the webinar for future viewing

• All attendees will receive a copy of the slides/recording

Quick Housekeeping

Continue the discussion using #LearnRemoteUX

Designing a Customer Feedback Program to Measure and Improve User Satisfaction

4

Ann Rochanayon

Sr. Director UX/CX Research

UserZoom

Speaker

Meet Your Speaker

Designing a Customer Feedback Program to Measure and Improve User Satisfaction

5

Agenda

Continue the discussion using #LearnRemoteUX

• What is a Customer Feedback Program?

• Benefits of Developing a Customer Feedback Program

• UserZoom Customer Feedback / VOC Solutions

• Demo of VOC experience on UserZoom.com and Mobile App

• How to create VOC Studies in UserZoom

• Results from UserZoom VOC Studies

• Questions

Designing a Customer Feedback Program to Measure and Improve User Satisfaction

6

What is a Customer Feedback Program?

Designing a Customer Feedback Program to Measure and Improve User Satisfaction

• Process of actively listening to customers

• Identify who they are, what they want / need

• Collect thoughts, expectations, and preferences

Capture

FeedbackAnalyze Take Action Monitor

7

Benefits of Customer Feedback Program

Designing a Customer Feedback Program to Measure and Improve User Satisfaction

• Engage current customers and form a connection

• Retain customers you already have

• Acquire new customers

• Improve products and services

• Research new features and concepts

to drive innovation

• Prioritize issues and features

8

UserZoom Customer Feedback Solutions

Designing a Customer Feedback Program to Measure and Improve User Satisfaction

Solution Purpose Channel How it Works Results

Surveys Obtain quick

feedback

Desktop, laptop,

smartphone and

tablets

Invitation link,

JavaScript intercept

code

• Quantitative – Graphs, charts

• Text clouds – open-ended

responses

Feedback Tab Gather page /

area specific

feedback about

websites

Desktop, laptop,

smartphone and

tablets

Link on web page • Quantitative – Graphs, charts

• Text clouds – open-ended

response

VOC for

Websites

Understand

who’s coming

to the site, why,

if they’re

successful, and

barriers to

success

Desktop, laptop,

smartphone, and

tablets

JavaScript intercept

code

• Quantitative – Graphs, charts

• Text clouds – open-ended

response

• Clickstreams

• Heatmaps (desktop / laptop

only)

• Analytics Integration

VOC for

Mobile Apps

Assess the

customer

experience on

mobile apps

Smartphone and

Tablet Native Apps

SDK • Quantitative – Graphs, charts

• Text clouds – open-ended

responses

• Screen recordings

• Clickstreams

9

VOC for Websites

Designing a Customer Feedback Program to Measure and Improve User Satisfaction

10

VOC for Mobile Apps

Designing a Customer Feedback Program to Measure and Improve User Satisfaction

11

Setting up a Customer Feedback Studies

in UserZoom

12

Questions

Designing a Customer Feedback Program to Measure and Improve User Satisfaction

13

• Thursday, February 5, 2015

• Conducting Remote Task-based Usability Testing

on Your Mobile Website and App

Next Webinar

Designing a Customer Feedback Program to Measure and Improve User Satisfaction

14

Need more info?

Get answers about UserZoom. We are here to help.

Talk with one of our knowledgeable staff.

Contact us

UserZoom1054 South De Anza Blvd, Suite 102

San Jose, CA 95129

Toll free number: (866) 599 1550

www.linkedin.com/company/userzoom@UserZoomFollow us