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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

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 the majority of that traffic is coming from free users? Early on, we knew the key was to do things differently and focus on building a platform that can scale.

Marc von Brockdorff

Behind the scenes

How to grow and run a remote business - the Hotjar way

When Hotjar was initially built the founders knew they wanted the company to grow and flourish in a remote environment. Rather than be held back, they wanted to allow the flexibility to find the best people in the world while also providing the opportunity for Hotjar employees to live wherever they wanted, spend time with their families and friends at their leisure, and control their own working schedules. This belief system quickly grew into what we all call 'The Hotjar Way' internally. We have been able to grow, manage, and maintain an awesome culture across the world. So we wanted to share with you how we did it!

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

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.

In this quick article, you'll learn about how to track where users click, the benefits and limitations of click maps, how you can use them to optimize UX, and how to set up click maps on your website in just a couple of minutes.

Fio Dossetto

PX insights

Click tracking 101: what you need to know to start tracking clicks on your website

Say you’ve built a page, published a form, or sent a newsletter. As soon as they are out there, you naturally want to make sure people interact with them by taking action—the most common one being people clicking (or tapping) on something.

Enter click tracking, which is—literally—about tracking what’s being clicked (and what isn’t), so you can work on delivering more value to your users and get the clicks your business needs to succeed and grow.

In this piece, we give you an overview of the different types of click tracking you can use, examples of how measuring visitor clicks can help you learn more about your customers and increase conversion rates, and how to easily set up click tracking on your website.

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

Hotjar vs Crazy Egg: which one is the best for your needs?

If you’re hoping to see a stand-off with Hotjar versus Crazy Egg, we must ask that you stand down right now. The Crazy Egg team has done a great job creating a product that businesses use for heatmaps, user session recordings, and A/B testing.

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

Behavior analytics

10+ web analysis tools to help you understand your users [including 5 Google Analytics alternatives]

If you want your visitors to keep returning to your website—to increase traffic, improve conversion rates, and ultimately grow revenue—you need to understand what’s happening when they reach your site.

Hotjar Team

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

PX insights

Top 5 session replay tools for analyzing user behavior

If you’re a business selling online, it’s important to create a website experience your users will love. A poor user experience or frustrating customer journey can negatively affect your site’s conversion rate, and ultimately your revenue.

Hotjar Team

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 2017, 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

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

UX design and analysis

How negative feedback leads to better UX

Before a brand or business launches a new product or idea, it undergoes a long process to get approved. There's always room for negotiation, but you have to get feedback and be open to altering plans accordingly with your team.

Saskia Ketz

Behind the scenes

Building a new brand filled with empathy

Today, we’re launching our new brand. As you’re reading this blog post, we’re guessing you’d have noticed on your own eventually—what with our new shiny logo, a blazing new set of colors, and a playful new typeface—but we wanted to share more about what’s happening and why.

In true Hotjar spirit and in line with one of our values, we’re building trust with transparency.

Christian Schorm

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

Behind the scenes

Building in Public 2: Product OKRs that unify, excite, and deliver

Would you believe that we managed to get every discipline equally excited about a single OKR? One that encouraged paying down some expensive tech debt, brought in some much-needed delight to a rather dull area of our product experience, and drove impressive business metrics—all at the same time?

Hotjar Team

UX design and analysis

How to use product feedback to solve business-critical issues

Product feedback is one of a product management team’s most effective tools, but only when that feedback comes with the proper context.

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

Behind the scenes

Building in Public 3: competency frameworks that help product managers flourish

How do you measure a product manager’s performance? And how do you make sure the criteria you’re using is setting them up for a successful and rewarding career?

At Hotjar, we believe competency frameworks should be empowering. They should help others give feedback, provide transparent guidance about the expectations of a PM's role, and clearly signpost how they can reach the next step in their career.

Hotjar Team

Behind the scenes

Hotjar vs FullStory

Which one should you choose?

Hotjar Team

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.