Feedback Collection
Project Overview
Currently collection of the user feedback is done via 11 different channels. While it is important for us to hear user feedback, having nearly a dozen separate channels means that feedback is scattered and therefore rarely checked.
In order to streamline our feedback collection mechanisms and ensure we are measuring our product in the most valuable and actionable way, we propose a two part solution:
Consolidate our current in-product feedback channels and implement key metrics to measure usability and track the impact of future changes.
Implement a NLP solution to aggregate and summarize feedback, by tracking the frequency of phrases and topics, analyzing the sentiment (positive/neutral/negative), and ideally grouping submissions in general categories.
Proposal
Channels
General Feedback Channel (2)
Goal: Provide a place for users to leave general feedback on RentSpree’s products. Consolidate ‘Suggest a Feature’ and ‘Give Feedback’ into one channel with topic selection and a distinct prompt to gather feedback with greater clarity and detail.
Replacing / consolidating: Give Feedback; Suggest a Feature; Before Receiving Report
Feedback collected: CSAT (relational) or NPS → Topic selection → Open text field → Primary use (multiple choice)
Measuring: Satisfaction or Loyalty; General product feedback
Triggering & display logic: Persistent module within primary navigation for both property representative and renter sides. Exact placement to be determined in Post-Login project.
Interaction Triggered Surveys (9)
Goal: Gather feedback on users’ experiences with each core feature. Instead of providing places to leave general feedback on each feature, trigger feedback collection after we can ensure the user has interacted with the feature. Utilize progressive disclosure to gather basic satisfaction and usability feedback before providing a place to expand upon this. This should increase the quantity, detail, and clarity of feedback while tracking key metrics.
Replacing / consolidating: Survicate: Agent Profile; RCM; Listing Pages; Rent Payment Property Rep General; Rent Payment Renter; After Submitting Report; After Receiving Report
Feedback collected: CSAT *maybe → UMUX-Lite → Open text field
Measuring: Satisfaction; Usability; Usefulness
Triggering & display logic: Modal or non-modal dialog that triggers after specific interactions with each product/feature. One per core product/feature for both property representatives and renters, triggered after a key interaction. Product/features:
Renter Application Flow
Renter Rent Payment Flow
Agent Profile Flow
Listing Pages Flow
Property/Renter Representative Tenant Screening Flow
Client Manager Flow
Rent Estimate Flow
Property Representative Rent Payment Flow
E-Sign Flow
Intermittent Batched Surveys (3)
Goal: Track key customer loyalty metrics over time, without overburdening our users.
Replacing / consolidating: N/A
Feedback collected: NPS → Open text field (when in-product) → Primary use (when in-product)
Measuring: Loyalty; General product feedback
Triggering & display logic: Launch in-product and via email. In-product after a certain amount of usage; via email at specific times to alternating user groups. In-product sent to both property representatives and renters; via email to property representatives only. Those who respond in-product will not receive email.
Exit Surveys
Goal: Understand why users decide to cancel their RentSpree Pro subscriptions and end recurring rent payments.
Replacing / consolidating: Rent Payment Property Representative End Payment
Feedback collected: Multiple choice responses asking reasons for canceling/ending usage → Open text field
Measuring: Most popular reasons for canceling/ending usage; General product feedback
Triggering & display logic: Triggered after canceling RentSpree Pro or selecting ‘End Payment’ for recurring rent payments.
