Surprise, surprise! At Hotjar we love feedback, so much so that we built Polls, Surveys and Recruiters to help you collect and action it. And now, we’re excited to share Incoming Feedback with you: a new tool that lets people give you instant visual feedback about your website or app, so you can see exactly what they love and hate about it.
Contextual, Personal, & Incoming: Why We Created it
The most important part of building for your users is understanding them. But there are a few tripping points with user feedback: sometimes it can be asked for at the wrong time, or not very well, or (worse) received but completely misread.
What’s missing in these cases? Context.
Don’t get us wrong, we love surveys and polls. Take a poll for example: you make first contact, step in to a user’s journey, and ask: ‘Did you find what you were looking for?’. That’s a simple and extremely effective way to get insights at an important point in your funnel.
But what about all the other moments in a user’s journey through your site or app?
We wanted to build a tool your visitors could use to share something the moment they need to—while also supplying the context you need to understand their feedback.
This was the reason for Incoming Feedback: a tool that lets visitors instantly show and tell you about their experience with your website or app.
Find out what your visitors are feeling and why… in seconds.
We knew that a key aspect to making Incoming Feedback a success was speed. In two clicks, a visitor can:
tell you what they are feeling on a scale of ‘Love to Hate’;
type in an optional quick note to share why they feel that way;
highlight a specific element on the page, sent as a screenshot;
share their email address in case you want to follow up.
Measure, drill down, find issues and take action to improve them.
A quick look inside your Incoming Feedback dashboard gives you access to all of your responses and results over time.
All of your individual responses live here, in the Responses dashboard. Filter by sentiment, time, and page URL to understand what’s working for your users and what’s not.
Tip: we use the ‘Hate’ filter and target an important page to find opportunities for improvement.
Think of this as a heart rate monitor for your website or app. The Results dashboard gives you an overall average of your sites’ sentiment score and a breakdown of visitor sentiment over time. Target a specific URL to identify positive or negative behavior trends that may be contained to areas of your website.
A special thanks goes out to all the users who tested Incoming Feedback in its beta phase. Your suggestions were invaluable to the development of the tool we’re releasing today. So a big thanks from the entire Hotjar team to all who participated.
P.S. If you would like early access to Hotjar’s latest features & tools make sure to register for our beta program here.
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Nick has 10+ years experience in digital marketing and leadership across many business verticals including SaaS, B2B technology channels, and the music industry. He currently leads a team of Content and Product Marketers at Hotjar.