Stick
14 questions for this moment of the customer relationship.
“What feedback do you have for us?”
Best in a survey
From getuserfeedback.com · Editorial
“It's been a while since you've been back — what's been getting in the way?”
Best in a survey
From getuserfeedback.com · Editorial
“If we removed this feature tomorrow, what would you miss?”
Best in a survey
From getuserfeedback.com · Editorial
“What's the smallest thing we could add that you'd notice?”
Best in a survey
From getuserfeedback.com · Editorial
“What did you build a workaround for?”
Best in an interview
From getuserfeedback.com · Editorial
“What would it take to keep you here?”
Best in a survey
From getuserfeedback.com · Editorial
“What's the version of this product you actually want?”
Best in an interview
From getuserfeedback.com · Editorial
“What did we get wrong?”
Best in a survey
From getuserfeedback.com · Editorial
“What outcome are you ultimately trying to achieve?”
Best in a long survey
From Tony Ulwick · Author of What Customers Want; creator of Outcome-Driven Innovation
“How long until you saw real value?”
Best in a survey
From Casey Winters · Chief Product Officer at Eventbrite; Partner at Reforge; ex-Pinterest, Grubhub
“Why did you cancel?”
Best in a survey
From Patrick Campbell · Founder of ProfitWell (acquired by Paddle); subscription pricing and retention
“What does success look like for you?”
Best in an interview
From Lincoln Murphy · Customer success consultant; co-author of Customer Success (Wiley, 2016)
“If we charged based on just one thing, what should it be?”
Best in an interview
From Kyle Poyar · Operating Partner at OpenView; product-led growth and SaaS pricing
“How much effort did you personally have to put forth to get this done?”
Best in a survey
From Matthew Dixon, Karen Freeman & Nick Toman · CEB (later Gartner) researchers; originators of the Customer Effort Score