User feedback in SaaS Applications: the importance and getting started


If you run a SaaS company, listening to what your users have to say is super important. Feedback for SaaS helps you make your product better, keeps your customers happy, and helps your business grow. Let's talk about why getting user feedback is crucial, how you can do it well, and the tools that can help you get useful customer feedback.

Why Is User Feedback So Important?

User feedback is really important because it tells us what people like and don't like. It helps us make better decisions about what to do with our product. We can use customer feedback to make our product better. Here's why it's so important:

  1. Informed Decision-Making for Product Roadmaps

    • Early-Adopter Insights: Gather feedback from early adopters during development. Their insights can guide future feature development.
    • Beta Testing Refinement: Use feedback from beta testers to fine-tune the user experience (UX) before launching it to the general public.
  2. Validation of Your Product

    • Creating a product that resonates with users requires validation. When you actively seek and act on user feedback, you're more likely to build a solution that genuinely solves their problems.
  3. Avoiding Costly Mistakes

    • Skipping user feedback during development can lead to disappointment upon launch. Without insights, you risk building a product that misses the mark. Users might find it difficult to use, irrelevant, or frustrating. By collecting feedback early, you can avoid costly mistakes and ensure alignment with user expectations.

    To gather user feedback, consider using a customer feedback platform or a customer satisfaction survey tool. These tools can streamline the process of collecting and analyzing feedback, making it easier to make informed decisions and validate your product.

How to Collect User Feedback Effectively


Collecting feedback from users is important. When you ask for feedback and then do something about it, you make your product better. That's how you keep growing and making your users happy. Here's how to do it right:

  1. True User Feedback vs. Opinions: It's important to know the difference between true user feedback and just opinions. Opinions are what people think, but true feedback comes from people who have actually used your software.

    • Objective and Specific: User feedback talks about real experiences and finds problems in a fair way.
    • Avoiding the Opinion Trap: Don't get stuck on opinions. They're not always helpful for making your product better.
  2. Feedback Collection Methods: To get good feedback, you need to use the right methods:

    • In-App Surveys: Ask people questions while they're using your app. Find out what they like and what they don't like.
    • Feedback Widgets: Put little boxes on your website or app where people can tell you what they think.
    • Customer Satisfaction Surveys: Ask people regularly if they're happy with your product.
  3. Tools for Gathering Feedback: There are some tools that make collecting feedback easier:

    • Saylo: Its in-app widgets engage users, offering deeper insights into their behavior and emotions.
    • Userback: It helps you see what people are saying with pictures and reports.
    • Refiner: This tool tells you a lot about what people do and what they like.
    • Userpilot: It lets you ask people questions while they're using your app.

A good loop is key to understanding what your users want and need. Regular customer surveys and user satisfaction surveys can provide valuable insights to improve your product.

Real-World Examples of User Feedback Impact

Let's look at some real-life examples of how software companies have used customer feedback to make their products and experiences better:

  • Slack
    Slack actively uses feedback loops within its app, listening to feature requests and engaging directly with users. This approach has led to enhancements like threaded conversations, making Slack's messaging platform more effective.

  • Zendesk
    Zendesk gathers feedback through various channels using feedback tools such as forums and support tickets. By listening to users, Zendesk has improved its support system based on their input.

  • HubSpot
    HubSpot conducts client satisfaction surveys to gauge user happiness with their product. They have made significant improvements based on the feedback received from these surveys.

  • Intercom
    Intercom employs in-app surveys to gather insights from users while they are using the app. This approach has directly contributed to improving the Intercom app based on user feedback.

Strategies for Encouraging User Feedback (A Checklist)

Certainly! Encouraging user feedback is essential for improving your SaaS product and building strong customer relationships.

  1. Make It Easy to Provide Feedback:

    • Use short surveys in your app. Ask about user experience and suggestions.
    • Add feedback buttons on your website or app for users to share their thoughts easily.
  2. Timing Matters:

    • Ask for feedback after users finish a task or use a feature.
    • Show surveys just before users leave your site.
  3. Personalize Your Requests:

    • Send surveys based on user behavior or demographics.
    • Ask questions in simple language that users understand.
  4. Show Appreciation:

    • Redirect users to a thank-you page after they give feedback.
    • Offer small rewards like discounts for completing surveys.
  5. Act on Feedback Publicly:

    • Share upcoming features publicly and let users vote on priorities.
    • When you add a new feature based on feedback, announce it and credit the user who suggested it.
  6. Engage in Conversations:

    • Respond quickly to feedback, even if it's negative.
    • Ask more questions to understand feedback better.
  7. Educate Users on the Impact of Feedback:

    • Write blog posts about how feedback has improved your product.
    • Show success stories where feedback led to big changes.
  8. Use Multiple Channels:

    • Send targeted emails asking for feedback.
    • Engage users on social media with questions and polls.
  9. Gamify the Process:

    • Create leaderboards for users who give helpful feedback.
    • Run contests where users can win prizes by sharing feedback.
  10. Continuous Improvement Mindset:

    • Regularly update your product based on feedback.
    • Celebrate improvements and share progress with users.

Remember, user feedback isn't just about collecting data; it's about building a community of engaged users who feel heard and valued.

Enhance your SaaS User Experience with!

Our platform,, simplifies the process of gathering and analyzing user feedback. Utilize our user feedback widget to gain valuable insights and improve your customer experience. Sign up now to begin collecting feedback effectively and making informed decisions for your SaaS product!