Ways to Gather User Feedback for SaaS and Turn it Into Product Decisions

The growing popularity of public and hybrid cloud solutions is driving businesses to prefer SaaS products over on-premises software. Over 73% of organizations use SaaS applications, and the number keeps climbing.

As the demand for SaaS products increases, the variety of tools also grows, with 9,100 software as a service (SaaS) companies in the US only. It intensifies competition among similar SaaS products and makes user experience particularly important for winning the target audience.

Honest user feedback for SaaS is the main way to know whether people like your product and what can be improved. Churn rates, conversions, retention, and revenue metrics are informative, but only direct user feedback gives you an in-depth understanding of product weaknesses.

Here we explain how to collect user feedback and ways to turn it into actionable insights. Find best practices and user feedback tools below.

What is User Feedback for SaaS

User feedback for SaaS is the information and insights collected from people after they try your product to understand their experience. For example, users fill out an NPS form to evaluate the overall impression or participate in beta testing.

While users' feedback may be positive, most companies focus on negative reviews as they help to improve the product's design and functionality. It reduces the bounce rate and helps offer a smoother experience in the long run.

Types of User Feedback You Can Collect

User feedback for SaaS falls into two categories: direct and indirect. Direct feedback is explicit user input provided through in-app surveys and polls, support tickets, online reviews, and ratings. Indirect feedback is gathered passively, without engaging users, and includes behavioral analytics via heatmaps and session replays. For in-depth analytics, you should combine both types of customer feedback for SaaS, using several tools to gather it.

Why User Feedback is Important Across the Product Development Cycle

An experience-led growth strategy based on user feedback brings 20-30% higher satisfaction and retention, increases total user spending, and nurtures cross-sales. In other words, it makes your SaaS solution more successful and boosts revenue.

The earlier you start gathering others' opinions, the more relevant product you build. It also allows you to reduce changes later in development, which are more expensive and may result in prolonged downtime.

An optimal approach is to analyze your target audience's expectations at project inception. It helps determine user persona and prevents you from building the features no one uses. Then, you should design a product prototype and test it with real people to gather user feedback on UX and accessibility.

During the development stage, you need user feedback to prioritize feature development, focusing on those that are the most valuable for customers. Once the product goes live, continuous feedback monitoring is essential to know whether people like it, what features they lack, and the issues that require fixing.

Turn User Feedback for SaaS Into Informed Product Decisions

Improve your product by collecting user feedback for SaaS with these best practices. Turn reviews into practical insights guiding your product decisions.

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