{"id":3611,"date":"2024-05-21T10:22:20","date_gmt":"2024-05-21T10:22:20","guid":{"rendered":"https:\/\/refiner.io\/blog\/?p=3611"},"modified":"2025-11-17T10:16:56","modified_gmt":"2025-11-17T10:16:56","slug":"in-app-feedback","status":"publish","type":"post","link":"https:\/\/refiner.io\/blog\/in-app-feedback\/","title":{"rendered":"How (and Why) You Should Collect In-app Feedback"},"content":{"rendered":"\n<div style=\"color:#32373c;background-color:#00d1b2\" class=\"wp-block-genesis-blocks-gb-notice gb-font-size-18 gb-block-notice\" data-id=\"bf2b7b\"><div class=\"gb-notice-title\" style=\"color:#fff\"><p>TL;DR<\/p><\/div><div class=\"gb-notice-text\" style=\"border-color:#00d1b2\">\n<ul class=\"wp-block-list\">\n<li>In\u2011app feedback channels collect user insights exactly when users experience features, boosting response rates<\/li>\n\n\n\n<li>Use forums, popup microsurveys, feedback widgets, and polls within your product interface<\/li>\n\n\n\n<li>Best practices include context-triggered requests, short formats, clear expectations and user acknowledgement<\/li>\n\n\n\n<li>Metrics like submission rate, satisfaction, resolution time and feature adoption measure success<\/li>\n<\/ul>\n<\/div><\/div>\n\n\n\n<p>I guarantee you, no founder doesn\u2019t utter the word, <em>feedback<\/em>, at least three times a day. True fact.&nbsp;<\/p>\n\n\n\n<p><strong>But here\u2019s the thing<\/strong>\u2014most of the time, when founders think of feedback, they actually mean surveys sent to users by email that they can fill in at their most convenient time.<\/p>\n\n\n\n<p>There is nothing wrong with that approach, of course.&nbsp;<\/p>\n\n\n\n<p>It\u2019s just not the best one.<\/p>\n\n\n\n<p><strong>So what\u2019s better? <\/strong>Triggering surveys when those people actually use and interact with the product you\u2019re asking about.&nbsp;<\/p>\n\n\n\n<p>Or to put it another way, <strong>collecting feedback in-app.&nbsp;<\/strong><\/p>\n\n\n\n<p>And that\u2019s what this guide is about.&nbsp;<\/p>\n\n\n\n<p>You\u2019ll learn why you should collect in-app feedback and how exactly you should do it.<\/p>\n\n\n\n<p>It\u2019s a lot to cover, so let\u2019s get right into it.&nbsp;<\/p>\n\n\n\n\n\n<h2 class=\"wp-block-heading\"><strong>What is in-app feedback?<\/strong><\/h2>\n\n\n\n<div style=\"color:#32373c;background-color:#00d1b2\" class=\"wp-block-genesis-blocks-gb-notice gb-font-size-18 gb-block-notice\" data-id=\"41cf0f\"><div class=\"gb-notice-title\" style=\"color:#fff\"><p>Definition: In-app feedback<\/p><\/div><div class=\"gb-notice-text\" style=\"border-color:#00d1b2\">\n<p><strong>In\u2011App Feedback<\/strong> channels embedded in the product that allow users to share ideas, bugs, or praise without leaving the interface<\/p>\n<\/div><\/div>\n\n\n\n<p>When I use this term\u2014in-app feedback\u2014I refer to the concept of systematically collecting opinions, suggestions, and even criticism from customers directly within the app\u2019s interface.&nbsp;<\/p>\n\n\n\n<p>Or to put it simply-in-app feedback is just like any other feedback. What\u2019s different is when and where you trigger that research, and you do that as customers engage with your product, and you trigger it directly within the UI.&nbsp;<\/p>\n\n\n\n<p>I\u2019m sure you\u2019ve seen in-app feedback widgets or surveys pop up as you use various digital products.&nbsp;<\/p>\n\n\n\n<p>But in case you haven\u2019t, here\u2019s an example of an in-app survey our customers, <a href=\"https:\/\/castos.com\/\">Castos<\/a>, ran a while ago.&nbsp;&nbsp;<\/p>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter\"><img decoding=\"async\" src=\"https:\/\/lh7-us.googleusercontent.com\/mAOq4N9DQnIUXuEd65AUfqx4XCszPkbx6GBkRqhEy3uy-kSFxOEoGbTV2P8OG0YR-UA8iQR88TQ8oTUsLggDs0TpyRDcdQkFOOl6HoRjLAzgqoGkuy7JVpNxOECSo3PM4oVKMEwEGr5kf888HWao7-o\" alt=\"In-app feedback example.\"\/><\/figure><\/div>\n\n\n<p>The popup you see is displayed within Castos\u2019 interface and asked for their opinion on a potential new feature.&nbsp;<\/p>\n\n\n\n<p>This brings me to the next thing\u2026<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">What to use in-app feedback for?<\/h3>\n\n\n\n<p>I\u2019m going to cover the benefits of collecting in-app feedback shortly. Before we get to that, I think we should discuss the various use cases for in-app surveys.&nbsp;<\/p>\n\n\n\n<p>And there are quite a lot of insights you can collect this way:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Customer satisfaction<\/strong>, for one. You can run <a href=\"https:\/\/refiner.io\/blog\/net-promoter-score\/\">NPS<\/a> or <a href=\"https:\/\/refiner.io\/solutions\/csat\/\">CSAT<\/a> surveys within the app and discover how happy or satisfied your customers are with the product.&nbsp;<\/li>\n\n\n\n<li><strong>User experience. <\/strong>What better way to ask users about that than when they are actually experiencing the product?&nbsp;<\/li>\n\n\n\n<li><strong>Usability<\/strong>. <a href=\"https:\/\/refiner.io\/blog\/in-app-surveys\/\">In-app surveys<\/a> are perfect for this since you can ask questions about various aspects of the UI exactly as customers interact with them.&nbsp;<\/li>\n\n\n\n<li><strong>Feature prioritization<\/strong>, product roadmap validation, and feature ideation. Personally, I love it when apps ask me to offer feedback on a feature or a feature idea when I\u2019m using the product. I\u2019m tuned to the product, so any thoughts or ideas I have are very much in the context of my experience.&nbsp;<\/li>\n\n\n\n<li><strong>Bug identification.<\/strong> Again, users are far more likely to tell you something\u2019s not working as it should when they can do it right there in the app.&nbsp;<\/li>\n\n\n\n<li><strong>General opinions<\/strong> about the product. Finally, you can kickstart a conversation about the product this way, too, and provide customers with a means to leave feedback whenever they feel like doing so.<\/li>\n<\/ul>\n\n\n\n<p>But there is another aspect to this\u2026<\/p>\n\n\n\n<p>You can also run two different types of in-app feedback to collect these insights.&nbsp;<\/p>\n\n\n\n<h4 class=\"wp-block-heading\">General in-app feedback<\/h4>\n\n\n\n<p>This is the most common in-app feedback type. It\u2019s what you see most often within apps, and it focuses on launching general feedback widgets to collect specific information from customers.<\/p>\n\n\n\n<p>Surveys NPS, CSAT, UX, or general opinions fall into this category.&nbsp;<\/p>\n\n\n\n<p><strong>First, you can run them at any time. <\/strong>These surveys are not connected to any specific timeline or in-app activity. They can be, of course, but that\u2019s not necessary.<\/p>\n\n\n\n<p><strong>These surveys collect more general feedback, too.<\/strong> Sure, they ask about customer satisfaction or experience. But once again, the feedback doesn\u2019t have to be connected to any specific event or activity.&nbsp;<\/p>\n\n\n\n<p>Now compare that with the other type\u2026<\/p>\n\n\n\n<h4 class=\"wp-block-heading\">Contextual in-app feedback<\/h4>\n\n\n\n<p>As the name suggests, contextual feedback focuses on researching customer experiences after a specific interaction:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>A user interacting with a newly rolled-out feature<\/li>\n\n\n\n<li>Upgrading their pricing plan (or even signing up for a trial)&nbsp;<\/li>\n\n\n\n<li>Interacting with an updated feature (perhaps you\u2019ve removed some bugs and want to find out whether users still experience those, etc.)<\/li>\n\n\n\n<li>Engaging with your support, etc.&nbsp;<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>Why collect in-app feedback?&nbsp;<\/strong><\/h2>\n\n\n\n<p>I suppose I have answered this question, at least to some extent. However, let me elaborate on a couple of points anyway.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">In-app feedback provides a greater context<\/h3>\n\n\n\n<p>This is probably the biggest benefit of collecting in-app feedback.&nbsp;<\/p>\n\n\n\n<p>You see &#8211; Since you trigger those surveys within the context of the user&#8217;s experience with the app, you\u2019re making it easier for them to describe the issue or suggestion they have while it&#8217;s fresh in their mind.&nbsp;<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">In-app feedback generates higher response rates, too<\/h3>\n\n\n\n<p>I suppose this is a by-result of the greater context benefit I described above.&nbsp;<\/p>\n\n\n\n<p>There is little to no friction in providing in-app feedback. Instead of navigating to a separate feedback form or email, users can provide feedback directly within the app, often by clicking a specific button or filling in a feedback form that appears on the screen.&nbsp;<\/p>\n\n\n\n<p>The process is easy, simple, and fast, resulting in more people willing to provide their feedback.&nbsp;<\/p>\n\n\n\n<p>But don\u2019t take my word for it. Here\u2019s a research we\u2019ve conducted into <a href=\"https:\/\/refiner.io\/blog\/in-app-survey-response-rates\/\">in-app survey response rates<\/a>.\u00a0<\/p>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"1200\" height=\"1200\" src=\"https:\/\/refiner.io\/blog\/wp-content\/uploads\/2022\/06\/1.png\" alt=\"In-app survey response rates 2025\" class=\"wp-image-4173\" srcset=\"https:\/\/refiner.io\/blog\/wp-content\/uploads\/2022\/06\/1.png 1200w, https:\/\/refiner.io\/blog\/wp-content\/uploads\/2022\/06\/1-300x300.png 300w, https:\/\/refiner.io\/blog\/wp-content\/uploads\/2022\/06\/1-1024x1024.png 1024w, https:\/\/refiner.io\/blog\/wp-content\/uploads\/2022\/06\/1-150x150.png 150w, https:\/\/refiner.io\/blog\/wp-content\/uploads\/2022\/06\/1-768x768.png 768w, https:\/\/refiner.io\/blog\/wp-content\/uploads\/2022\/06\/1-600x600.png 600w\" sizes=\"auto, (max-width: 1200px) 100vw, 1200px\" \/><\/figure><\/div>\n\n\n<p>In-app surveys in our sample generated a whopping 27.52% of response rates while their completion rates fared just slightly below that, at 24.84%.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">In-app feedback delivers better-quality information<\/h3>\n\n\n\n<p>Another result of collecting feedback within the app is that you get more valuable insights.&nbsp;<\/p>\n\n\n\n<p>And it makes sense, doens\u2019t it? When you email someone a survey, they reply in the context of their current situation and experience. And that may not have much to do with your product at all.&nbsp;<\/p>\n\n\n\n<p>The person might complete your NPS while on the train commuting home. Or when waiting for their kid\u2019s soccer class to finish.&nbsp;<\/p>\n\n\n\n<p>Although their feedback is still valuable, other factors determine their attitudes and impressions at that moment.&nbsp;<\/p>\n\n\n\n<p>But when an in-app survey appears on screen as they work within your product, their attention is on nothing else.&nbsp;<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>Different ways to collect in-app feedback<\/strong><\/h2>\n\n\n\n<p>Most of the time, when I talk about in-app surveys, I mean more than just a widget with several questions. But there are other ways to gather in-app feedback that you could use as well.<\/p>\n\n\n\n<p>Let\u2019s go through them now.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">#1. In-app surveys<\/h3>\n\n\n\n<p>In simplest terms, an in-app survey is a survey that you integrate into your page or app. Typically, it\u2019s a short questionnaire that you trigger either after someone has logged in to your product or after they\u2019ve performed a specific task. This targeting depends on the type of feedback you want to collect, of course.<\/p>\n\n\n\n<p>The beauty of those surveys is that they allow you to ask product-related questions in the context. The person is using your app at that very moment, after all.<\/p>\n\n\n\n<p>Examples of in-app surveys:<\/p>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"516\" src=\"https:\/\/refiner.io\/blog\/wp-content\/uploads\/2024\/04\/image-5-1024x516.png\" alt=\"in-app feedback survey example.\" class=\"wp-image-3557\" srcset=\"https:\/\/refiner.io\/blog\/wp-content\/uploads\/2024\/04\/image-5-1024x516.png 1024w, https:\/\/refiner.io\/blog\/wp-content\/uploads\/2024\/04\/image-5-300x151.png 300w, https:\/\/refiner.io\/blog\/wp-content\/uploads\/2024\/04\/image-5-768x387.png 768w, https:\/\/refiner.io\/blog\/wp-content\/uploads\/2024\/04\/image-5.png 1178w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/figure><\/div>\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"558\" height=\"460\" src=\"https:\/\/refiner.io\/blog\/wp-content\/uploads\/2023\/08\/CSAT-survey-example.png\" alt=\"An example of a CSAT survey.\" class=\"wp-image-3303\" srcset=\"https:\/\/refiner.io\/blog\/wp-content\/uploads\/2023\/08\/CSAT-survey-example.png 558w, https:\/\/refiner.io\/blog\/wp-content\/uploads\/2023\/08\/CSAT-survey-example-300x247.png 300w\" sizes=\"auto, (max-width: 558px) 100vw, 558px\" \/><\/figure><\/div>\n\n\n<h3 class=\"wp-block-heading\">#2. In-app NPS surveys<\/h3>\n\n\n\n<p>Net Promoter Score has become a benchmark for SaaS and digital products for measuring customer satisfaction and loyalty, and for a good reason. It\u2019s a simple survey (also simple for users to complete,) and yet it provides powerful insights about a person\u2019s attitudes towards your product.<\/p>\n\n\n\n<p>Because of its simplicity, you can easily launch NPS surveys in-app and learn about customers\u2019 preferences for your product as they engage with it.<\/p>\n\n\n\n<p>Examples of in-app NPS surveys:<\/p>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"637\" height=\"341\" src=\"https:\/\/refiner.io\/blog\/wp-content\/uploads\/2024\/05\/image-4.png\" alt=\"\" class=\"wp-image-3588\" srcset=\"https:\/\/refiner.io\/blog\/wp-content\/uploads\/2024\/05\/image-4.png 637w, https:\/\/refiner.io\/blog\/wp-content\/uploads\/2024\/05\/image-4-300x161.png 300w\" sizes=\"auto, (max-width: 637px) 100vw, 637px\" \/><\/figure><\/div>\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"818\" height=\"402\" src=\"https:\/\/refiner.io\/blog\/wp-content\/uploads\/2024\/01\/Screenshot-2024-01-09-at-17.57.37.png\" alt=\"\" class=\"wp-image-3512\" srcset=\"https:\/\/refiner.io\/blog\/wp-content\/uploads\/2024\/01\/Screenshot-2024-01-09-at-17.57.37.png 818w, https:\/\/refiner.io\/blog\/wp-content\/uploads\/2024\/01\/Screenshot-2024-01-09-at-17.57.37-300x147.png 300w, https:\/\/refiner.io\/blog\/wp-content\/uploads\/2024\/01\/Screenshot-2024-01-09-at-17.57.37-768x377.png 768w\" sizes=\"auto, (max-width: 818px) 100vw, 818px\" \/><\/figure><\/div>\n\n\n<h3 class=\"wp-block-heading\">#3. Feedback widgets<\/h3>\n\n\n\n<p>In-app surveys ask customers specific questions. These are amazing survey types if you want to uncover specific insights about their attitudes toward your product.<\/p>\n\n\n\n<p>Feedback widgets are different because they provide customers with a means to leave feedback when they decide to do so.<\/p>\n\n\n\n<p>Think of a feedback widget as an open channel for customers to communicate their insights, feedback, and impressions about the product with you.<\/p>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"430\" src=\"https:\/\/refiner.io\/blog\/wp-content\/uploads\/2022\/11\/ex2-1024x430.png\" alt=\"Another question to ask new customers.\" class=\"wp-image-2907\" srcset=\"https:\/\/refiner.io\/blog\/wp-content\/uploads\/2022\/11\/ex2-1024x430.png 1024w, https:\/\/refiner.io\/blog\/wp-content\/uploads\/2022\/11\/ex2-300x126.png 300w, https:\/\/refiner.io\/blog\/wp-content\/uploads\/2022\/11\/ex2-768x323.png 768w, https:\/\/refiner.io\/blog\/wp-content\/uploads\/2022\/11\/ex2.png 1537w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/figure><\/div>\n\n\n<h3 class=\"wp-block-heading\">#4. App rating<\/h3>\n\n\n\n<p>Customers don\u2019t always have to write anything to provide you with feedback. NPS or CSAT surveys are one example of that. Another is app ratings that you could collect within the product.<\/p>\n\n\n\n<p>These widgets ask customers to simply rate your product, often using a star rating chart. You can use them to collect ratings for the app overall or its particular features.<\/p>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"766\" height=\"271\" src=\"https:\/\/refiner.io\/blog\/wp-content\/uploads\/2024\/05\/Example3.jpg\" alt=\"In-app survey feedback example.\" class=\"wp-image-3583\" srcset=\"https:\/\/refiner.io\/blog\/wp-content\/uploads\/2024\/05\/Example3.jpg 766w, https:\/\/refiner.io\/blog\/wp-content\/uploads\/2024\/05\/Example3-300x106.jpg 300w\" sizes=\"auto, (max-width: 766px) 100vw, 766px\" \/><\/figure><\/div>\n\n\n<h3 class=\"wp-block-heading\">#5. Bug reporting widgets<\/h3>\n\n\n\n<p>Finally, you can also use in-app feedback widgets to collect specific information about bugs or challenges your customers experience with the app. This is a great way to quickly learn about issues within the product and eliminate them before they become a bigger problem.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">And that&#8217;s it&#8230;<\/h2>\n\n\n\n<p>That&#8217;s all there is to know about collecting in-app feedback. All that&#8217;s left is to go and launch the first in-app survey yourself. <\/p>\n\n\n\n<p>Good luck!<\/p>\n\n\n\n<!-- Get to know your users -->\n<div class=\"reusable-block\">\n<span class=\"reusable-block__heading\">Get to know your users<\/span>\n<span class=\"reusable-block__text\">Refiner is a customer survey tool for web and mobile applications. Collect more user insights with perfectly timed in-app surveys, automate actions based on survey responses, and quickly find gaps in the understanding of your users.<\/span>\n<a class=\"reusable-block__link\" href=\"https:\/\/refiner.io\/\" rel=\"noopener noreferrer\" target=\"_self\">\nDiscover Refiner\n<\/a>\n<\/div>\n\n\n\n<h2 class=\"wp-block-heading\">In-app feedback &#8211; FAQ<\/h2>\n\n\n\n<div class=\"schema-faq wp-block-yoast-faq-block\"><div class=\"schema-faq-section\" id=\"faq-question-1752657949530\"><strong class=\"schema-faq-question\">What\u2019s the easiest way to collect in\u2011app feedback?<\/strong> <p class=\"schema-faq-answer\">Start with a in-app microsurvey, it\u2019s always visible and low effort for users to share ideas or issues<\/p> <\/div> <div class=\"schema-faq-section\" id=\"faq-question-1752657971398\"><strong class=\"schema-faq-question\">How many questions should an in-app survey include?<\/strong> <p class=\"schema-faq-answer\">Stick to 1 or 2 questions so users complete without overwhelming them<\/p> <\/div> <div class=\"schema-faq-section\" id=\"faq-question-1752657988333\"><strong class=\"schema-faq-question\">When should in-app feedback widget pop up in the app?<\/strong> <p class=\"schema-faq-answer\">Trigger on meaningful events like onboarding completion, feature use, or task success, not randomly<\/p> <\/div> <div class=\"schema-faq-section\" id=\"faq-question-1752658005609\"><strong class=\"schema-faq-question\">Should I show user comments publicly or privately?<\/strong> <p class=\"schema-faq-answer\">Private for support issues, public (like forums) for idea sharing and fostering community<\/p> <\/div> <div class=\"schema-faq-section\" id=\"faq-question-1752658018837\"><strong class=\"schema-faq-question\"><\/strong> <p class=\"schema-faq-answer\"><\/p> <\/div> <\/div>\n","protected":false},"excerpt":{"rendered":"<p>I guarantee you, no founder doesn\u2019t utter the word, feedback, at least three times a day. True fact.&nbsp; But here\u2019s the thing\u2014most of the time, when founders think of feedback, they actually mean surveys sent to users by email that they can fill in at their most convenient time. There is nothing wrong with that [&#8230;]<\/p>\n<p><a class=\"btn btn-secondary understrap-read-more-link\" href=\"https:\/\/refiner.io\/blog\/in-app-feedback\/\">Read More&#8230;<\/a><\/p>\n","protected":false},"author":1,"featured_media":3619,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"refiner_sidebar_werbeblock":"2664","footnotes":""},"categories":[6],"tags":[],"class_list":["post-3611","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-product-led-growth"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v23.3 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>How (and Why) You Should Collect In-app Feedback<\/title>\n<meta name=\"description\" content=\"Discover how to collect in-app feedback. Learn how in-app feedback works, and how to launch in-app feedback campaigns.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/refiner.io\/blog\/in-app-feedback\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"How (and Why) You Should Collect In-app Feedback\" \/>\n<meta property=\"og:description\" content=\"Discover how to collect in-app feedback. 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