At the moment we get feedback from our users via Contact Us buttons on our sites and through discussion threads on our forums. We’ve undergone a site redesign this year that has not gone as well as we’d have liked so there has been quite a lot of negative feedback. Lots of these folks are loyal members who just want a site that functions well, which is exactly what we’d like only we’re not quite there yet tech-wise.
We reply to users when we receive an email via Contact Us. When there are discussion threads about specific issues then we try to reply to them but we have a lot of discussion forums and that is nearly impossible to keep on top of. If it’s just a thread along the lines of “we want the old site back, this one sucks” we don’t reply, we just let them vent. There are loads of people feeling invested enough to email or post about the website but I’d like a better way of:
a) Gathering the data on what exactly it is they are frustrated by and what they hate/like so I can compile reports to hand off to our dev team
b) Letting our users know we are listening to them and that we are working to make the site better
Does anyone have any experience with this and would you share what worked and didn’t work?
I’ve had the following suggestions:
- Create a user survey
- Create a specific area on the site for user suggestions/complaints (I’m against this), like a separate discussions forum on the site just for user input about the site.
Thanks for any thoughts on this.