Our frictionless way to collect user feedback and the unexpected impact it had

blog.connex.io

61 points·mkuhn··6 comments

All this is good as long as you realize that asking "Are you happy?" is much different than asking something like "Would you be disappointed if our product vanished?".

Your present wording will probably encourage a good number of default instinctive "yes" responses since it is a common question. On the other hand asking someone if they'd be disappointed if this was taken away from them requires a second of thought...and perhaps a more accurate response.

You are definitely right. The questions are not equal and will not yield the same result. We did expect similar results from them in the beginning but that that was unrealistic became clear very quick. Should have mentioned that.

As I mentioned in the post NOs turned out very valuable in a different way. They would let us know very quickly if something was wrong and that is the purpose of this box now. It allows us to actively engage customers that have had a problem that they probably wouldn't write us about. But they would express their unhappiness if expressing it is only a click away.

I've noticed that I do not often give feedback to services I use but have little investment in. So any answer from me means I'd be at least a little sad to see it go away.

Really love this idea, so simple! Might try some experiments myself.

Microsoft did something similar with the beta of Office 2010 - they put a happy face and a sad face in the system tray with a pop-up menu with 4-5 expected problems/praises and 'other' as the last option. At first I got really surprised and thought it was some virus disguising as 'free' smileys.

Great idea! While the questions may not be the same, I love the simplicity of this solution!

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