How to get product feedback from your customers

Everything you need to know about getting product feedback from your customers using video.

The what, the why and the how! 

Getting product feedback from your customers is an increasingly important part of staying competitive in todays hyper-competitive business environment. By being proactive in seeking out product feedback, you can make your business more customer-centric and responsive to your existing customers and potential customers needs, fending off competition and increasing your sales. 

In this blog we’ll cover: 

  1. Why getting feedback is important
  2. Why using video to get feedback from your customers is the perfect way to go 
  3. Whats the best way to get video feedback from customers 
  4. And finally, what to do with your feedback once you have it. 

Let’s get started! 

Why is getting feedback important? 

In order to understand what your customers want and need, feedback is essential. Feedback can come in many forms, such as surveys, video re-views, interviews, focus groups, and even casual conversations. Sometimes, feedback can provide valuable insights that you may not have even considered before! So it’s important to be proactive in seeking out feedback. 

Here are four ways feedback can be very helpful in making decisions about your business: 

  1. Feedback can help you understand what your customers want and need. 
  2. Feedback can help you identify any areas where your business could improve.
  3. Feedback can help build customer loyalty and trust, because your customers will be more likely to believe you are listening to their needs and wants. 
  4. Feedback can help you understand what your competitors are doing well and what areas they may be weak in. This can give you ideas on how to improve your own products and services.

When considering feedback, it is important to keep an open mind. If you’re not open to hearing what others have to say, then feedback won’t be helpful. Be willing to hear both positive and negative feedback, as both can be helpful. It is also important to take feedback seriously, even if it is not what you wanted to hear. Try to understand the reasoning behind the feedback, and who it’s coming from – because things like context, purchasing history and who people are, are all important factors to consider when reviewing customer feedback. 

Which leads to our next point quite nicely! Why is video the perfect medium for collecting feedback from customers? I’m glad you asked. 

Why use video to collect product feedback from customers? 

When considering how to get feedback from customers, there are two main methods; text and video. There are a few key reasons why using video to collect feedback from customers is better than text. 

  1. Video is a much more engaging format than text. It’s more likely that you will watch a video all the way through than read a block of text!
  2. Video is a great way to capture non-verbal cues from customers. Body language and tone of voice can tell you a lot about how a customer is really feeling, and this can be lost in a written review.
  3. Video is a very concise medium. Customers can give you feedback in a minute or two, which is much faster for them than filling out a written survey. This makes it more likely that customers will take the time to give you feedback.
  4. You can see your customers face and hear their voice, which makes you feel more connected to them, and from which you can infer information about who they are as well.
  5. Video is a very visual medium. Customers can show you exactly what they liked or didn’t like about your product, which can be very helpful in understanding their experience.
  6. Video feedback can be edited down to the most important points and re-used to spread the learnings from your research. If using text only, the key messages are less likely to engage other stakeholders within your organization once it comes time to share the findings. 

Overall, video feedback is more engaging and informative to work with than text feedback, making it the better option for collecting customer feedback.

What’s the best way to collect product feedback using video? 

The best way to collect product feedback from your customers using video is to create a short survey on Re-View

Here are some tips and hints about how to get the most out of your research on Re-View. 

  1. To create a video survey, you will first need to create a list of questions that you want to ask your customers. Bear in mind that your survey should take customers no longer than five minutes to complete and should ask customers about their experience with your product, what they liked or disliked about it, and whether they would recommend it to others.
    1. If you sell a physical product, remember to ask customers to show you the product in the video!
  2. Once you have your research questions, create a free account on
  3. Once logged in, create a new project and add your questions.
  4. Once you have your questions and your Re-view link in hand, you will need to find customers to take your survey. You can find potential customers by posting your Re-View link on social media, or by emailing it to people who have purchased your product in the past.
    1. TIP: Make sure to collect feedback from a diverse group of customers. This will help to ensure that the feedback is representative of the customer base as a whole, and not just of a small subset.
  5. After you’ve shared your link you can sit back, relax and watch your video responses roll in! 

What should you do once you have product feedback? 

There is no one-size-fits-all answer to this question, as the best way to analyse customer feedback will vary depending on the specific business and customer base in question. However, there are some general tips that can be followed in order to get the most out of customer feedback analysis. 

  1. Watch all the videos to the very end. 

Pay attention to both positive and negative feedback. It is easy to focus only on the negative feedback in an attempt to fix problems, but the positive feedback can be just as informative.

  1. Try to identify patterns in the feedback. 

This can be done by looking for common themes among different pieces of feedback, or by looking for outliers that don’t seem to fit with the rest. Where there are contradictions in the feedback, work to understand why that might be the case. Is it because the people are different ages or in different life stages? 

  1. Use feedback to help inform decision making, but don’t feel like you have to act on every piece of feedback you receive.

Feedback should be used as input into the decision-making process, rather than being the sole factor that determines decisions. While it’s important to consider all feedback, don’t feel obligated to act on all of it. Not all feedback will be useful. Take what you think is helpful and use it to inform your decision making. 

  1. Follow up with customers who provide feedback. 

This is a good opportunity to thank them for their input, and to let them know what actions were taken as a result. This will not only build a stronger relationship between you and the customer, but might even elicit other helpful feedback that you can use in your decision making. 

Wowzer. That’s quite a long post! 🤯

But hopefully by now you know

  1. Why getting feedback is important
  2. Why using video to get feedback from your customers is the perfect way to go 
  3. Whats the best way to get video feedback from customers 
  4. And finally, what to do with your feedback once you have it. 

If you have any other questions, please don’t hesitate to get in touch via our support email. We love hearing from our customers and are on hand to help! 

Re-View is the simplest and most affordable solution for collecting video testimonials from customers.

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