- We are using WebEngage to capture NPS scores, reviews, insights, etc. WebEngage provides targeted website surveys with plug-n-play layouts and diverse response-types. Great targeting features like navigation based, time-based, user behaviour based, etc. It also has in-app embeddable feedback widget that feels like a part of your app's native design to capture real-time feedback from the users.
- We get feedback from a ton of different sources as well. Generally what we do is: We get together in a small group. Go through all the sources of feedback and look for common themes. We'll write them out in a Quip doc (we're a remote team, so being able to edit simultaneously is important). Then we'll prioritize the list to focus on what to work on.
- Jakub Rogalski made this productI'd say a social media monitoring tools could be one of the tools that would help you with managing and analysing customer feedback. When you start monitoring your brand on social media as well as other websites like blogs, news sites, forums, etc., you come across mentions of your business that sometimes you might even be unaware of their existence. This kind of feedback can often be more valuable as it's not collected from surveys you conduct yourself but is a collection of mentions people shared online voluntarily, very often in a more detailed way.
A great tool that helps me understand where and how people discuss certain topics like "Alternative to [MyCompetitorName]", "How to [Solve the problem I sell a solution to]" so I can engage personally and try to convert.
Brand24 is a great app, especially if you're a business prone to any type of social media critics (like every type of business, nowadays?). It's just a much better way to know what people are saying about your brand then searching it through Google.