What are the best practices or best products for conducting user surveys about user experience and online customer service?

Great question! There are a ton of companies that are out there to run your user surveys. However, I would like to introduce you to one in particular - Cvent's http://bit.ly/116dgm7. Cvent is a market leader in Enterprise Feedback Management and will allow you to collect all the data you need from your users in a streamlined manner. The surveys themselves allow for complete customization so that each user is having their own unique experience. Then, once the data is collected Cvent has incredible reporting capabilities that allow you to slice and dice the data in whatever form necessary to make organization wide decisions! If you would like to learn more about Cvent - I would love to have a conversation with you! Shoot me over an email at !

I totally agree with what has said. Marketers in a bid to know what they want, miss to consider, what their customers would want to answer. So it’s imperative that your feedback is good enough to called ‘made-for-user’ rather than ‘help-me-user’. Having said that, I would add my two cents to the Reid’s suggestion on how to better conduct your user survey. 1. Make it insanely simple There are good number of things that you want to know from your user and I acknowledge that it’s all directed towards bettering your user experience. But, your user is not obligated to answer them. I came across this cringe worthy survey Take inspiration from Flipkart. b.  Give dropdown option Honestly list down all the possible answers that the user can come up with and give them the option to choose their answer from drop down, rather than asking them to jot everything down. c. Do grading while taking opinionWhen you are taking opinion of users don’t just given them an option between 'yes' or 'no'. As in, I may ‘not like’ pizza but that doesn’t mean that I ‘strongly hate it’. There are 50 shades of grey between totally ‘yes’ and total ‘no’. Letting your users grade would give you better insights into their thought process. Having said that, http://WebEngage.com, and it is used by national and international brands such as Flipkart, Chumbak, Decathlon etc.Honest disclosure- I am part of http://WebEngage.com

It sounds like you guys are looking for a tool that can be proactively pushed to users, whether it's via email, via pop-up or triggered in a checkout. There are plenty of great tools out there, (Some of which were already mentioned)My only two sense would be to make sure users know where to go when they want to give feedback. The last thing I want to do when checking my email is fill out a survey, and usually if I'm buying your product I would prefer the least amount of clicks/interactions as possible. However, I always have feedback and ideas for companies, but when I think about where I should go when I have that feedback it;'s often pretty difficult. So, be sure to give your users one single place to give feedback, suggest/vote on ideas, and even ask questions. :)