User Experience
Customer Feedback
Plain English
What customers tell you about their experience.
Definition
Customer glossaryFeedbackFeedback is the system response that informs users about the result of their actions. It helps users understand what has happened and what to do next.Open glossary term is information provided by users about their experience with a product or glossaryServiceA service is a component or function that performs a specific task within a system.Open glossary term.
In practice
Collected through guideSurveysCollecting structured feedback at scale to understand user attitudes, sentiment, and self-reported behaviour.Open guide, reviews, support tickets, and direct input.
In context
It arrives skewed towards the extremes. People who complete glossaryFeedbackFeedback is the system response that informs users about the result of their actions. It helps users understand what has happened and what to do next.Open glossary term forms are disproportionately delighted or furious, and the quiet majority is missing from the glossaryDataData is raw, uninterpreted information collected and stored so it can be analysed, processed, or used to inform decisions. On its own it carries no meaning; context and interpretation are what make it useful.Open glossary term.
The reality
Often biased towards extreme opinions and needs careful interpretation.
Compared with
Customer Feedback vs User Research
glossaryFeedbackFeedback is the system response that informs users about the result of their actions. It helps users understand what has happened and what to do next.Open glossary term is volunteered, unstructured, and shaped by whoever chose to respond. serviceUser ResearchUnderstand user behaviour, validate ideas, and make clearer product decisions with evidence you can act on.Open service is designed with a question and a chosen sample. Feedback surfaces issues; research establishes whether they are representative.
FAQ
Common questions
A few practical answers to the questions that usually come up around this term.
What is customer feedback?
Input from users about their experience.
How is it collected?
Through guideSurveysCollecting structured feedback at scale to understand user attitudes, sentiment, and self-reported behaviour.Open guide, reviews, and support glossaryInteractionInteraction refers to any action a user takes within a product and how the system responds. It includes clicks, taps, gestures, and inputs that drive the user experience.Open glossary term.
Why is it important?
It helps identify issues and opportunities.
What is a limitation?
It can be biased and incomplete.
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