This wiki is managed by Dave Chaffey of Smart Insights to help keep marketers up-to-date with developments in digital marketing
Website Feedback Tools
From Marketing Online
Web analytics tools such as Google Analytics provide valuable quantitative data on site visitor behaviour, but they don't give direct qualitative feedback from site visitors and customers. Website feedback tools are also essential to take the pulse of your website, but surprisingly they are less widely used despite paid services such as Opinion Labs being available for many years and the more recent availability of free tools such as Kampyle.
If there are more feedback tools which you think would be helpful or opinions on these - please Twitter me @DaveChaffey if you recommend something different.
Thanks, Dave Chaffey.
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Voice of Customer Website Feedback Tools and Software
These provide a permanent facility for customers to feedback by prompts on every page.
They are run continuously to enable continuous feedback including ratings on page content, products and services:
- Kampyle A tool popular with bloggers and smaller sites for which it's free (single form and 50 comments). Paid service for higher volumes. Integrates with Google Analytics well for Feedback Analytics.
- OpinionLab Higher-level tool which tends to be used on large-scale, corporate sites.
- CS Site Manager CS stands for customer satisfaction and this is one of the main benefits of this tool - the capability to continuously research customer satisfaction and benchmark against others using the ACSI methodology.
- PollDaddy Enables surveys to be added as widgets, so good for blogs and custom surveys - includes API
Crowdsourcing feedback tools and Software
- Uservoice A different form of feedback tool from the others since it focuses on innovation, for example product and site suggestions. It positions itself as a crowdsourcing tool. The free version allows for simple votes on ideas and sharing ideas within a forum.
- IdeaScale Offers structured feedback within customer communities also.
- Google Moderator Google Moderator can be used for a similar purpose and can be embedded within a site or intranet. Here is a simple crowdsourcing example for practical tips.
Some customers will also feedback on the website experience or customer experience offsite in a forum of which the fantastic GetSatisfaction is the best known. So feedback on relevant third-party sites should also be monitored.
Simple page or concept feedback tools
- Five second test Email or Tweet link to get instant feedback on a page
- Ask500People Gain feedback from 500 people targeted on their demographics within less than 12 hours.
- Userlytics Target a particular profile of customer to get mystery shopper / focus group type feedback on a web site or prototype
Site Exit Survey Tools
- 4Q Survey Free exit survey tool rating intent (reason to visit site) and satisfaction. Some companies use for redesign, others as permanent tracking
A couple of higher-end enterprise servives less suited to the small business that can be used for this purpose are Confirmit and Forseeresults.
General Online Survey Tools
Of course many companies use generic low-cost or free survey tools to research audience opinions.
The three most popular are:
Related page: Website visitor behaviour systems
