How user feedback can help in SaaS growth?

October 10, 2023
5 min read

Running a SAAS isn’t as easy as it sounds. You push features and updates for your users but how do you know what is working and what is not.

How do you gauge if your users are satisfied with your products and your service? How do you ensure they do not churn to sign up with your competitor?

When you are running a SaaS business you are like a chef crafting these amazing tech dishes and feedback are those special seasoning that brings out all the flavors.

In simple terms, feedback is just what users share about their experience with a SaaS product – whether they loved it ("thumbs up"), had issues ("complaint"), or had ideas ("suggestion"). These little nuggets of insight are like gold for SaaS businesses.

In this blog post dig a little deeper trying to understand the feedback process and what is best suited for your SAAS to make it win!

Understanding User Feedback in SAAS

Feedback is like a conversation between users and SaaS businesses. It's a way for users to share their thoughts and feelings about the software they're using. Think of it as a virtual suggestion box, except it's open 24/7.

User Feedback in SAAS is usually of two types: explicit and implicit.

Explicit feedback is when users directly express their opinions. It's like when you write a review, send an email about a problem, or fill out a survey. This type of feedback is clear and to the point – users tell you exactly what's on their minds.

Implicit feedback, on the other hand, is a bit sneakier. It's not spoken out loud but rather inferred from user actions.

For example, if users spend more time on a particular feature, it suggests they find it useful. If they keep avoiding another feature, it might need some improvement.

Implicit feedback is like reading between the lines and understanding users through their behavior.

User Feedback isn't just a bunch of random comments; it's a goldmine of insights that can guide SaaS businesses to success. It's like having a map that shows where to add new features, where to fix bugs, and where to make users jump for joy.

Why you should have a Feedback mechanism if you are running a SAAS

Running a SaaS business without a feedback mechanism is like driving blindfolded – you might eventually get somewhere, but it's a risky journey.

Here's why having a feedback mechanism is absolutely essential:

  • User-Centric Evolution: Feedback is your compass, guiding you toward meeting user needs and expectations. It's a direct link to understanding what users truly want from your product.
    Also read: The power of user centric Roadmaps
  • Informed Improvements: User insights highlight what's working well and what needs improvement. This data-driven approach saves time and resources by focusing on enhancements that truly matter for your product & your users.
  • Early Issue Detection: Users are your best bug detectors. They'll alert you to glitches, errors, and usability hiccups, allowing you to address these issues promptly and to their satisfaction.
  • Tailored Roadmap: Feedback helps in prioritizing feature development. You can align your product roadmap with the features that resonate most with your user base.
  • Customer Loyalty: Implementing user suggestions shows that you truly value their opinions. This fosters loyalty, as users are more likely to stick around when they see their input being acknowledged.

Whether through in-app surveys, feature requests, feedback forms, reviews, or interactive support, having a feedback mechanism isn't just an advantage – it's a necessity. It's the bridge that connects you to your users' thoughts and experiences, paving the way for a stronger, more user-focused SaaS journey.

Which Feedback Mechanism is best suited for your SAAS

When it comes to gathering feedback for your SaaS business, two potent options stand out:

  • In-App Feedback Widgets: These unobtrusive elements integrated into your app create a direct line for users to voice their opinions. With the ability to capture feedback right in the moment, these widgets offer a seamless way for users to share their thoughts on the spot. This real-time approach often yields valuable insights and can help identify pain points and desired features as users engage with your product. With tools like ProductLogz you can seamlessly integrate & install in-app feedback widgets and collect real-time user insights.
  • Collecting Feature Requests: Offering a dedicated channel for users to submit feature requests showcases your commitment to enhancing the product based on their needs. By encouraging users to articulate their ideas for improvements, you not only gather valuable feedback but also empower your user community.

Selecting the optimal mechanisms depends on your user base and their behavior. In-app feedback widgets excel at capturing immediate reactions while providing a distinct feature request channel that allows users to contribute to your product's roadmap in a targeted manner.

By thoughtfully implementing these mechanisms, you can ensure that your SaaS product evolves to meet user expectations and aspirations.

Ways User Feedback can benefit your SAAS business

Feedback isn't just a random assortment of opinions; it's a treasure trove of insights that can drive significant growth for your SaaS business.

Here's how feedback can become your SAAS's secret weapon:

  • Product Enhancement: Feedback acts as a radar for identifying glitches, user experience hurdles, and areas that need improvement. This proactive approach helps you fine-tune your product, creating a smoother experience for users.
  • Informed Roadmap: User feedback offers a roadmap to success. By aligning your development plans with user needs, you create a product that genuinely resonates, fostering a loyal user base.
    Also read: How are Roadmaps helpful?
  • Customer-Centric Approach: Demonstrating that you listen and care about user feedback creates a customer-centric image. This fosters trust and loyalty, as users feel valued and understood.
  • User Retention and Expansion: When users see their feedback leading to tangible improvements, they're more likely to stay onboard and even recommend your product to others.
  • Data-Backed Decisions: Feedback provides data-driven insights, reducing guesswork and enabling informed decisions. This precision in decision-making saves enormous time and resources.

In essence, feedback isn't just about fixing problems; it's about understanding, evolving, and excelling.

By utilizing the feedback mechanism effectively, your SaaS business can transform from a mere service provider into a dynamic, user-centric partner in your users' journey.

Best Practices to Win with User Feedback

Mastering the art of feedback can set your SaaS business on a trajectory of success. Here are some best practices that can help you make the most of user insights:

  • Proactive Collection: Don't wait for feedback to come to you; actively seek it. Utilize in-app prompts/ surveys, ProductLogz feature requests page, and rewards to encourage users to share their thoughts and experiences.
  • Listen Actively: When users speak, listen attentively. Understand their pain points, suggestions, and needs. Respond promptly, acknowledging their input.
  • Diverse Channels: Offer multiple avenues for feedback – in-app widgets, dedicated channel for feature requests, emails & surveys. Cater to different user preferences.
  • Prioritize Feedback: Not all feedback is equal. Prioritize based on frequency and potential impact. Address the most pressing concerns first.
  • Transparency: Keep users in the loop about how their feedback is being used. Communicate updates, feature releases, and improvements that stem from their suggestions.
  • Feedback Analysis: Regularly analyze feedback data. Look for patterns, common themes, and emerging trends that can guide your decisions.
  • Iterative Improvement: Use feedback to drive continuous improvement. Regularly update your product based on user suggestions and needs.
  • Engage in Dialogue: Turn feedback into a conversation. Engage in discussions with users to clarify their feedback and gather deeper insights. Use tools like ProductLogz to enter into user discussions with comments on feature requests.

Incorporating these practices into your feedback strategy can transform your SaaS business into a user-focused powerhouse, fostering loyalty, innovation, and lasting success.


Co-Founder at ProductLogz with 8+ years of experience in customer Success & Customer Relationship Management

Simplifying Feedback & Feature Management for SaaS

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