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User research

28 of our favorite customer feedback questions

Here at Hotjar, we strongly believe that what’s best for your users and customers is best for your business. But how do you know what’s best for your users?

You have to ask them.

Fio Dossetto

Person guiding another person while holding hands

PX insights

Your introduction to Hotjar: what it is, what it can do for you, and how it works

You already know it: what’s best for your users is best for your business.

But do you have the information and insights you need to build and create products that your users will love?

You may have important numbers like churn rate, page traffic, and drop-off rate from a product or web analytics tool. But do you know why your users are behaving a certain way? Where specifically in your product they're having issues that cause them to churn? Why they aren't converting?

Hotjar helps you answer these questions. Let's show you how: 

Hotjar team

User research

5 questions to ask customers about the products you're selling

Whether you’ve just launched a new product that isn’t selling as much as expected or you’re wanting to sell even more of one that’s already doing great, here’s one thing you should try: survey your customers to get some insight about what’s working and what needs improving.

I don’t mean ‘spend thousands of dollars on customer panels’ or ‘research an industry-defining report on customer expectations’: I mean take 30 literal minutes out of your day to get on a call with an existing customer, or create a quick survey and email it to people who have already bought one (or more) of your products.

In this piece, we take you through 5 of the best questions to ask your customers about the products and services you’re selling. To pick them, I spoke to two business leaders, Brian Dean (founder of Backlinko) and Sarah Doody (author of UX Notebook), who experienced a few snafus in their business and bounced back by reaching out to the only people who could help them figure out what to do: their existing customers.

Louis Grenier

Behind the scenes

"Guys": the new 4-letter word (and how we tried to say it less)

Working as part of a remote team comes with plenty of upsides.

We Hotjarians get to work from wherever we want, choose our own work schedules, and spend more time with friends and family. But remote work isn't always easy; for example, building a shared and inclusive culture with a distributed team takes a conscious effort.

Language plays a big part of that. Whether we realize it or not, our words can affect the people we care about, including those we work with. With team members from all over the planet, the way we address and talk to each other is important to make everybody feel included.

A few months back, we realized that a four-letter word we used a lot had the potential for making some team members feel excluded from the conversation—and this is the story of how we worked on gender-inclusive language at Hotjar and learned to say 'guys' less. 

Sara Bent

Behind the scenes

Hotjar reviews: what 120+ real user reviews say about Hotjar

Reading reviews from real, verified customers is one of the best ways to get an understanding of whether a tool is right for you or not.

Fio Dossetto

UX design and analysis

Using heat maps to improve your website’s UX: 5 ways to get started

The clue is in the name: UX (user experience) is all about your users. So it makes sense that the more user-focused you are when collecting website data, the better equipped you’ll be to make optimizations that serve your users’ needs.

You probably already have some clues about user behavior from traditional UX analytics data (e.g., bounce rate, page views, conversions). But how do you know what to fix first when you spot a problem? And where do you start when you’re looking to increase conversions?

If you’re a UX designer, developer, or marketer working on improving the user experience, heat maps can help you collect data on how people interact with your website, so you can use those insights to improve UX and the metrics that matter to your business.

Fio Dossetto

Hotjar News & Remote Tips

Remote teams

The ‘Great Resignation’, from an entirely remote company’s perspective

A record number of people are leaving their jobs. It’s a phenomenon being called ‘The Great Resignation’, where more workers are planning to leave their jobs than ever before.

Some are pointing to the slow move to flexible or remote working as the main culprit. While on the other hand, some businesses have ignored this entirely and adopted the tactic of moving everyone right back into the office and returning to business as usual. (As a remote business, we don’t comply with this!)

Nevertheless, businesses are currently experiencing an exodus of talent. And on top of that, they’re having just as much trouble filling those empty seats.

Hotjar team

Remote teams

Tips and observations on remote working from a remote company. (Hint: It’s us!)

Hotjar was always going to be a remote company, long before the coronavirus pandemic. In 2014, when Hotjar began, our three founders all lived in Malta, yet they didn’t know how long they’d be there and where life would take them next.

So, they set out to create a remote company, and what better way to practice than by working from different corners of the island? It could’ve been easy to have a Meetup and work alongside each other, but David, Marc, and Jonathan started as they meant to go on.

Now, a few years and over 100 employees later, and in the spirit of one of our values—build trust with transparency—we’re ready to share some tips with the world. We asked Hotjarians about their experiences of working remotely and we’ve summarized them below.

Hotjar team

Behind the scenes

Hotjar has a new CEO

"Today marks an important milestone in the history of Hotjar. On behalf of the Hotjar co-founders and team we are delighted to announce that Mohannad Ali, our Chief Product and Technology Officer, is taking on the role of CEO."

Mohannad Ali

Behind the scenes

9 lessons learned scaling Hotjar's tech architecture to handle 21,875,000 requests per hour

We’re extremely ambitious - our goal is to have Hotjar installed on 10 million sites. Having such a bold vision whilst taking a freemium approach presents huge technical challenges. How does an engineering team build a platform that can handle hundreds of millions of requests per day, knowing that most of that traffic comes from free users? Early on, we knew the key was to do things differently and focus on building a platform that could scale.

NOTE: This article was originally published in 2018.

Marc von Brockdorff

Remote teams

15 tools that our product teams actually use in 2022

Are you using the best tools for your job? It’s a trick question. Because there’s rarely a hands-down best tool for any job. What matters is that you find the ones that work for you and your team. 

As part of a product team, you design and build products that customers love. How do you do that? By putting the customer first, and translating their needs into your product. So you need ways to interact with customers, gather all the research you’ve done, prototype and design solutions, and to keep track of progress along the way.

Hotjar team

Behind the scenes

How we (Hotjar) communicate with our 17,385 users

With 17,385 users in Hotjar and only a small team to build and support the product, as well as run the company – we quickly realized we have to be smart and efficient in the way we communicate with our users. We're also obsessed about delivering great service.

So how do we deliver top-notch service with limited resources? Here is the setup we use:

David Darmanin

Remote teams

Hanging out in the Mediterranean: How Hotjar does remote team meetups

In June 2016 the Hotjar team flew in from all over the world to spend a week together on the gorgeous island of Malta (click here in case you’re wondering where it is).

Hotjar team

Behind the scenes

Turning your career around: the real-life stories of 7 Hotjar team members

Beeeeeep! Beeeeeep! That's the sound of your alarm going off. Beeeeeep! Beeeeeep!

Oh come on, one more minute! I need to sleep a bit more... I really don't want to go to work...

Have you ever felt this way before? Most certainly. There are always days when it's tougher to wake up than others.

Let me ask you another question: have you ever felt like this day after day?

Some Hotjar team members did, for months and even years, because they weren’t in the career of their dreams. The good news is that they managed to turn their careers around thanks to sheer persistence, tough decisions, and individual introspection.

These are their stories.

Louis Grenier

PX insights & behavior analytics

PX insights

7 best session recording tools to understand user behavior on your site

They say no one steps in the same river twice—just like no user takes the exact same journey on your website twice. But how do you get front-row tickets to that journey? This is where website session recording software comes in. 

Businesses use website recording software to deeply understand how their customers move through and experience their site. But, with so many tools that suit different purposes out there, how do you pick the right software for your business and customer needs?

What does it take to be a great product manager? You’ve got to speak the language, know the territory, and develop the skills.

PX insights

The essential product manager checklist: books, skills, and lingo you’ll need

What does it take to be a great product manager? You’ve got to speak the language, know the territory, and develop the skills. Do you check these boxes?

Hotjar team

Best product management books. Great product managers never stop learning. Here are 10 top books on every PMs reading list.

PX insights

Product managers keep talking about these 10 books

Best product management books. Great product managers never stop learning. Here are 10 top books on every PMs reading list. 

Hotjar team

27 acronyms that all product managers should know

PX insights

27 acronyms that all product managers should know

Do you know the product manager (PM) lingo? Make sure you can talk the product manager talk with these PM acronyms.

Hotjar team

How to break into product design

PX insights

How to break into product design

Hotjar's Saskia Everard shares her insights.

Hotjar team

How to break into product management

PX insights

How to break into product management now (no degree required)

There’s no clear-cut path to becoming a product manager. In this guide, we share how product managers at Hotjar broke into the field and how you can too.

Andrei Beno

Andrei Beno

Product Manager prioritization channel your inner PANDA

PX insights

Product manager prioritization: channel your inner PANDA!

Being a product manager can feel like being on safari. You’ve planned the route you want to take and you have your backpack full of tools ready—but changing environments and unpredictable creatures can derail your plans at any moment.

Hotjar team

PX insights

How to use session recordings to improve user engagement and product adoption for your SaaS

Imagine you could sit behind your users looking over their shoulders as they interact with your product. How valuable would that be to your product team?

Well, that’s effectively what session recordings let you do.

Adina Timar

PX insights

Why user behavior signals are vital for product teams

The work of a product team never ends. There's no 'completion date' for growing revenue, reducing churn, increasing product usage, improving task completion, lowering the number of support tickets; and the list goes on.

But at the core of it lies the ultimate goal: to improve the user experience and create customer delight.

Hotjar team

PX insights

Why your conversion rate doesn't tell you everything

Let’s take three product teams:

Team A ignores conversion metrics and focuses only on KPIs related to active users (MAU and DAU), retention (CRR), and customer satisfaction (CSAT).

Team B is fixated on product conversion rates, using the numbers as a North Star for understanding features or pages that trigger or block user actions.

Team C pays close attention to conversion rates, but as a springboard for diving deeper, getting inside users’ heads, and understanding why they do or don’t take actions that lead to conversions.

There’s a clear winner here.

Hotjar team

Person guiding another person while holding hands

PX insights

Your introduction to Hotjar: what it is, what it can do for you, and how it works

You already know it: what’s best for your users is best for your business.

But do you have the information and insights you need to build and create products that your users will love?

You may have important numbers like churn rate, page traffic, and drop-off rate from a product or web analytics tool. But do you know why your users are behaving a certain way? Where specifically in your product they're having issues that cause them to churn? Why they aren't converting?

Hotjar helps you answer these questions. Let's show you how: 

Hotjar team

PX insights

Click maps: using them to optimize your website

People can't use a website without clicking a mouse somewhere or tapping on a mobile device. Those clicks and taps help them navigate pages and find the products, services, or information they’re looking for.

But do YOU, as a website designer, marketer, or business owner, know exactly where your visitors click and tap? And do you know how to use that information to build a better website and experience?

That's where click maps come in.

Fio Dossetto

PX insights

18 product workflow red flags: how to spot & resolve them

As a product manager, your job is to deliver a product your users love.

It seems simple when put that way, doesn’t it?

Hotjar team

Behavior analytics

9 user-driven tools and methods for ecommerce website analysis

When you think of analyzing your ecommerce site, you probably think about ecommerce tracking data like bounce and exit rates, average order value, checkout flow, and conversion rates, and maybe running an SEO audit and/or checking your site against competitors.

Tawni Sattler

Behavior analytics

20 popular Google Analytics alternatives to grow your website

Whether you’re still mourning the end of Universal Analytics, don’t love the GA4 experience, or need a more privacy-friendly tool, the good news is there are plenty of free and affordable Google Analytics (GA) alternatives to replace and complement its functionality.

Hotjar team

PX insights

Product management 101: what a Product Manager (PM) needs to succeed

“Product managers work with their peers to build products that people love.”

This is a very broad statement. As broad as the role responsibilities itself. And probably why I get so many questions along the lines of ‘So, what does a PM actually do?’

Luke Vella

PX insights

Scroll maps: 5 ways to optimize UX and increase conversions

Heat maps are a powerful visual tool for tracking user behavior on your website or app and understanding how visitors interact with pages and page elements.

Fio Dossetto

PX insights

4 practical ways to improve your ecommerce customer journey (with examples from MADE.com)

Either as a consumer or an online business owner, you’ve experienced the ecommerce customer journey.

As a consumer, you came, you saw, you purchased.

As an online business owner, you watched prospective customers come, and see, and purchase—or you watched them exit your site, leaving you with burning questions, like:

Why did that customer abandon their shopping cart?

Did this person not find what they were looking for?

What changes do I need to make to my site to increase conversions?

How can I learn from these customers’ actions on my site?

In this piece, we show you a few quick ways to help you find some of the answers. To keep this practical, we’ll use real examples from designer furniture store MADE.com, whose Head of Digital Experience, Spencer Wong, wanted to improve the experience for MADE customers across each stage of their online journey.

Tawni Sattler

Behavior analytics

How to set up a free Google Analytics heat map

If you’ve come here to learn more about Google Analytics heat maps, we have both good and bad news for you.

The bad news: Google stopped supporting its heatmap add-on in 2019, and recent reviews confirm that it doesn’t work anymore for a lot of users.

The good news: there's another way for you to get a free heatmap using Hotjar, and we guarantee it will work.

Hotjar team

Latest articles

CRO

5 free survey templates to understand why customers leave

Even thriving businesses see some customers unsubscribe, bounce, or abandon their carts every day. Thankfully, there’s a simple way to understand why a customer left your incredible offer on the table: ask them. 

Surveys are an easy way to have these valuable conversations at scale—and with a template, you can set them up on your website or digital product in a matter of minutes. Because using survey templates to reduce churn and keep customers around for longer is a time-tested way to increase your profits.

Hotjar team

CRO

8 tactics to uncover issues and prioritize fixes with Hotjar you can try right now

If you look at the bigger picture, every gesture extending empathy to your users counts for something. Your users' experiences and feelings are the actionable insights you need to build a business they'll love. It also enables you to understand your customers on a deeper level, uncover issues blocking them, and use your findings to prove your product or service’s value in their lives.

Hotjar team

Ecommerce

Shopify vs Wix: which is better to build your online store?

Choosing the right platform for your ecommerce store can be tricky. With slick marketing campaigns, long lists of features, and countless reviews to consider, it’s easy to feel overwhelmed before you even make your first sale.

That’s why we’ve done the hard work for you and compared two of the most popular ecommerce platforms. Who will come out on top in the battle between Shopify vs Wix?

Ecommerce

How to use a cart abandonment survey to bolster ecommerce conversions

It's no secret that bad or broken user experience (UX) drives up cart abandonment and, consequently, revenue loss. But cart abandonment reasons differ from brand to brand, site to site, and user to user.

Hear it straight from your customers when you create relevant surveys with the Hotjar Surveys tool. By including the voice of the customer (VoC) in your analysis, you’ll unlock insights that help fine-tune your UX and, ultimately, improve conversions and sales.

Hotjar team

CRO

6 advanced conversion techniques to grow your business fast

It’s the modern online business owner’s dream: scores of qualified leads landing on your website and clicking the ‘Buy Now’ button. 

But it’s seldom that easy. Site visitors can get distracted by a phone call, frustrated by a pop-up, or confused by copy—and bolt before they ever hit that call-to-action (CTA) button.

Today, marketers and business owners need conversion techniques in their back pockets to engage users and eliminate the friction that causes customer churn.

Hotjar team

Ecommerce

8 simple steps to take your brick-and-mortar store online

Online shopping is the future—and the future is definitely here. 

If you’re a brick-and-mortar retailer, it’s increasingly difficult to remain relevant without an online store. Customers expect the convenience and variety of online shopping, and meeting your customer’s expectations is essential to remain in business.

Hotjar team

Ecommerce

23 cart abandonment stats you need to know to improve sales in 2023

Are you investing significant effort and budget into your SEO, ads, and overall marketing but seeing no increase in sales? If users fill their carts on your site only to abandon them, much of that investment goes to waste.

But you already know this—that’s why you’re looking for cart abandonment statistics: to benchmark your online store against and determine what you really need to change in your ecommerce buying experience.

Hotjar team

Ecommerce

5 ways to recession-proof your business in 2023

It’s hard to avoid all the water cooler talk about a looming recession. 

If you spend any time on social media—today’s virtual water cooler—a quick scroll through your feed will have you anxiously gripping your computer mouse and googling ways to recession-proof your business.

Hotjar team

UX design and analysis

The top 6 UX design books that every designer should read

Where do you start, and keep, learning about user experience design? UX Goodies creator Ioana Teleanu shares the six UX books at the top of her list. Research, feedback, communication, emotion—it’s all here.

Ioana Teleanu

Ioana Teleanu

Get more out of Hotjar

Guides to help you uncover product experience insights, and make the right changes to improve UX and create customer delight.