Collecting Customer Feedback


Collating feedback[1] from users is really important to develop products that meet the needs of your audience.

If what you are developing does not have a need[4] there is little point in developing the product.

Remember a survey needs to collect data[5] that can be analysed to provide[6] information.

Feedback[1] helps projects to be successful.

Create a personalised message where possible.

Explain[2] how much time the survey will take and thank the participant.

Questions have clear answers that can be easily analysed.

Where possible closed questions (choose from an option) are used.

Key words are highlighted.

Different shaped selection boxes are used for questions where only one answer can be selected and those that can have multiple options.

Matrix style questions can be used to gather information on a scale quickly.

Ranking questions are often used to gather information on peoples perceptions and feelings. Items that are often more intangiable.

Sometimes there are questions tha limit the number of answers. This is to encourage the participant to think about their top areas.

Often there is an option other where users can add their own answers. This can make analysis of the data more challenging.

Where a survey is long, it is a good idea to split it over multiple pages. Each page should have a focus where similar questions are asked.

Be clear with your questions.

Make sure that you include a None option where relevant.

When a question allows people to choose from a range[7], give them clear options to choose from.

From large companies versions of these surveys you can get an idea of where they are looking to invest their resources[3] in the future.

At the end of the survey give the participant the option to add any additional information they want to.

This makes them feel as though they have been listened to more.

Make sure that the Done / Finish survey button is clearly labelled.

Terms definitions
1. feedback. Responses from people who have a specific interest or investment (time, financial, emotional) in a project. Feedback can be positive or negative. For example, your teacher may be a stakeholder in one of your in-class projects. When your teacher is discussing with you what they think about it, they are giving you feedback. When a […]
2. Explain. “Explain” requires students to describe in detail the “what” and the “why”, in order to clarify information. This means to provide reasons for, to account for, to provide a clear answer, to clarify. Logical reasons are provided.
3. resources. Something (raw materials, time, personnel, information) used to help achieve an objective.
4. need. An identified requirement of a person, group, or environment. A need is identified from an issue and sits within a context. Technological practice can be undertaken in an attempt to meet an identified need.
5. data. Raw facts or figures without context or meaning. e.g. 1, “Boris”, False
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