One of the questions we get asked from time to time by our customers is “How can I get more feedback?”. If you’d like to get even more information from your customers than what flows through from having the Hively snippet in your email signature there’s a way to do this – it’s called a Rating Request.
A Rating Request is an email sent out to your customer from Hively containing a customisable message asking for feedback and a set of Hively smileys. You can send a Rating Request on your own behalf or on behalf of a team member as covered in this support article.
Here at Hively we love feedback just as much as our customers do, so we use Rating Requests regularly to make sure we’re on the ball with any concerns or wishes our customers might have. We do this by sending out a Rating Request via email to every active Hively user once every six months. You might choose a different frequency but the idea is to check in often enough to keep tabs on how people feel about your product but not so often as to be annoying. For us, an active user is either the admin of an account that has received feedback in the last 30 days or a team member who has received feedback in the last 30 days.
So that we don’t end up with a flood of feedback all at one time we spread the requests out across the recurring six month period. This ensures that important comments, requests or questions don’t get lost amongst other feedback and each response can be dealt with thoughtfully.
Since we started using Rating Requests regularly we’ve been getting up to ten times the feedback we were getting from email signature snippets alone. Yes, that’s right – ten times! Needless to say, it’s been a game changer for us – we’ve learnt so much from the extra feedback we’ve been getting that we have even changed our development roadmap going forward directly from the comments and suggestions we’ve received. In fact, we got so much information from our Rating Requests that we’ll have to explain how much it helped our business in the next blog post.