4 ms·

Why Get Satisfaction won't make your users satisifed

23 points by pclark 17y ago

wmeredith 17y ago
This is precisely why I haven't left feedback for a lot of sites using this service. When I go to leave feedback, I almost consider it a favor to the company (time is money, right?) but as soon as I hit that login/create an account form I bounce.
- rksprst 17y ago
  I've done the same thing tons of times. I don't understand why anyone who actually wants feedback would use getsatisfaction.
- chanux 17y ago
  And I dream of more wiki like user feedback/support platform that _doesn't require_ signup.
  - wavesplash 17y ago
    UserVoice doesn't require signup to submit an idea by default (it's admin selectable).
kingsley_20 17y ago
When I implemented pretty much the first idea/feedback communities at salesforce.com (http://ideas.salesforce.com http://ideas.salesforce.com), past basic specs, my top ask was for single sign on. I completely agree that our users are doing us a favor by giving us feedback. It's our job to make that as painless and fruitful for them as possible. Also, we had some great people who made it a program that is very tightly integrated with the roadmap planning process. This was at least as important to our success as all the snazzy web 2.0 features we threw in. No point in asking for feedback if you don't make a commitment to deliver on it.
- rrwhite 17y ago
  Too true. It's the commitment to the process from people that can actually effect change that's often times the hard part.
madmotive 17y ago
Uservoice has Single Sign-On http://uservoice.com/faq#sso http://uservoice.com/faq#sso Unfortunately it's only available on the more expensive plans. Animoto are using it here: http://feedback.animoto.com/pages/9153-general http://feedback.animoto.com/pages/9153-general
- rrwhite 17y ago
  fwiw we (uservoice) also allow anonymous feedback and have a 50% off coupon for any startup.
  - pclark 17y ago
    50% discount if a startup asks?
    - rrwhite 17y ago
      There's a coupon code in the sidebar here: http://uservoice.com/for/startup http://uservoice.com/for/startup
      - pclark 17y ago
        neat. thanks for doing that.
thorax 17y ago
Our feedback widget from http://featurelist.org http://featurelist.org doesn't require any login and the email is optional. It's modeled after the same sort of side-widget you see on a lot of YC sites. The idea is to get the user feedback as quickly as possible before they get tired and their good will is drained. We liked this so much we made a service for this that we use on all of our sites (and is free for you to use on your sites, too). That feedback is private and can be promoted as either an upvote or a new public feature request by a member of your team. For users to leave a public feature request on a project themselves, they do have to create an account. But that process is like Reddit in that you create it just with a name and a password without having to provide anything else (email is optional).
jhammerb 17y ago
Follow this feature request on Get Satisfaction at http://getsatisfaction.com/getsatisfaction/topics/is_there_an_option_for_customers_to_ask_a_question_without_it_being_public_and_or_anonymously#reply_1467530 http://getsatisfaction.com/getsatisfaction/topics/is_there_a....
kierank 17y ago
In my opinion those tabs on the side of the screen look really tacky too.
- rrwhite 17y ago
  The best performing site we ever had (uservoice) was for StackOverflow and they just had a red text at the top of the page that said something to the effect of "Help us build the site" and linked to their uservoice forum. We also have a lot of people connect widgets to custom anchors (super easy).
- wavesplash 17y ago
  I don't know if it works the same way with GS but with UserVoice the tab is completely optional. You can link to the widget or the forum from any link/button.
thormuller 17y ago
Hi all, A quick clarification: Get Satisfaction not only offers Single Sign-on, but we also support one-click login with all the popular login systems (Facebook, OpenID, Twitter, etc). No need to create a new account. One more thing-- our roots are in community support, and a great many conversations are people posting questions that need answers or problems that need solutions. In order to notify them when there are responses, we need an email, and (by extension) some authentication for them to change their notification settings at a later date. With a super-lightweight account system we're able to service a range of customer support needs. Still, we're always looking to improve our offering, so thanks for all the feedback!
- yesimahuman 17y ago
  What if you had an option to just put in an email to get responses to, and include any opt-out junk in the email itself? I think craigslist is a good example of how to do this. I agree with the top post: If I have to log in just to help a company out, I won't care enough to waste my time on it. If I have a real complaint, I'll send an email to the company or a real letter. I understand getsatisfaction is not craiglist, but there are some good ideas they are implementing.

23 points by pclark 17y ago

This is precisely why I haven't left feedback for a lot of sites using this service. When I go to leave feedback, I almost consider it a favor to the company (time is money, right?) but as soon as I hit that login/create an account form I bounce.

rksprst 17y ago
I've done the same thing tons of times. I don't understand why anyone who actually wants feedback would use getsatisfaction.
chanux 17y ago
And I dream of more wiki like user feedback/support platform that _doesn't require_ signup.
- wavesplash 17y ago
  UserVoice doesn't require signup to submit an idea by default (it's admin selectable).

kingsley_20 17y ago

When I implemented pretty much the first idea/feedback communities at salesforce.com (http://ideas.salesforce.com http://ideas.salesforce.com), past basic specs, my top ask was for single sign on. I completely agree that our users are doing us a favor by giving us feedback. It's our job to make that as painless and fruitful for them as possible. Also, we had some great people who made it a program that is very tightly integrated with the roadmap planning process. This was at least as important to our success as all the snazzy web 2.0 features we threw in. No point in asking for feedback if you don't make a commitment to deliver on it.

rrwhite 17y ago
Too true. It's the commitment to the process from people that can actually effect change that's often times the hard part.

madmotive 17y ago

Uservoice has Single Sign-On http://uservoice.com/faq#sso http://uservoice.com/faq#sso Unfortunately it's only available on the more expensive plans. Animoto are using it here: http://feedback.animoto.com/pages/9153-general http://feedback.animoto.com/pages/9153-general

rrwhite 17y ago
fwiw we (uservoice) also allow anonymous feedback and have a 50% off coupon for any startup.
- pclark 17y ago
  50% discount if a startup asks?
  - rrwhite 17y ago
    There's a coupon code in the sidebar here: http://uservoice.com/for/startup http://uservoice.com/for/startup
    - pclark 17y ago
      neat. thanks for doing that.

thorax 17y ago

Our feedback widget from http://featurelist.org http://featurelist.org doesn't require any login and the email is optional. It's modeled after the same sort of side-widget you see on a lot of YC sites. The idea is to get the user feedback as quickly as possible before they get tired and their good will is drained. We liked this so much we made a service for this that we use on all of our sites (and is free for you to use on your sites, too). That feedback is private and can be promoted as either an upvote or a new public feature request by a member of your team. For users to leave a public feature request on a project themselves, they do have to create an account. But that process is like Reddit in that you create it just with a name and a password without having to provide anything else (email is optional).

jhammerb 17y ago

Follow this feature request on Get Satisfaction at http://getsatisfaction.com/getsatisfaction/topics/is_there_an_option_for_customers_to_ask_a_question_without_it_being_public_and_or_anonymously#reply_1467530 http://getsatisfaction.com/getsatisfaction/topics/is_there_a....

kierank 17y ago

In my opinion those tabs on the side of the screen look really tacky too.

rrwhite 17y ago
The best performing site we ever had (uservoice) was for StackOverflow and they just had a red text at the top of the page that said something to the effect of "Help us build the site" and linked to their uservoice forum. We also have a lot of people connect widgets to custom anchors (super easy).
wavesplash 17y ago
I don't know if it works the same way with GS but with UserVoice the tab is completely optional. You can link to the widget or the forum from any link/button.

thormuller 17y ago

Hi all, A quick clarification: Get Satisfaction not only offers Single Sign-on, but we also support one-click login with all the popular login systems (Facebook, OpenID, Twitter, etc). No need to create a new account. One more thing-- our roots are in community support, and a great many conversations are people posting questions that need answers or problems that need solutions. In order to notify them when there are responses, we need an email, and (by extension) some authentication for them to change their notification settings at a later date. With a super-lightweight account system we're able to service a range of customer support needs. Still, we're always looking to improve our offering, so thanks for all the feedback!

yesimahuman 17y ago
What if you had an option to just put in an email to get responses to, and include any opt-out junk in the email itself? I think craigslist is a good example of how to do this. I agree with the top post: If I have to log in just to help a company out, I won't care enough to waste my time on it. If I have a real complaint, I'll send an email to the company or a real letter. I understand getsatisfaction is not craiglist, but there are some good ideas they are implementing.