Your favourite way of getting feedback from customers?

Live chat for me, it is a smooth way to talk live with a customer without the commitment and preparation of a face to face meeting

in-app live user interviews via my platform https://www.prepxus.com

I love qual interviews - the richness of insights and flexibility to dig further into questions is unbeatable. However - I've also captured incredible insights from always-on systems like app store reviews, G2 reviews, and quarterly or 6-monthly quantatitve surveys. The ability to see patterns in a larger data set is a great complement to the qual rounds.

I prefer face-to-face feedback because it's more personal and I can get a better understanding of what the customer is trying to say. However, I also value customer feedback through surveys and/or emails because it provides me with quantitative data that I can analyze.

usertesting, userzoom, no substitute for talking to actual users tho

Split between F2F and in-app messaging...although one thing I like about in-app messaging is that it feels like people are more likely to tell you how they really feel compared to F2F

I would opt for face-to-face meetings, this will show the customer that one truly appreciates him or her and understand their needs/feedback better

I would say there is no better way to me but better customers (that can explain their feedback in a clear way instead of saying something irrelevant).

Most of the time it's Face-to-Face Meetings, nothing can beat the connect a PM can establish with their customers while taking feedback. I have a lot of the time channelized them through Support Mails/chats. From my perspective In-App messaging also plays an important role if feedback has to be collected at the micro level but at scale. It really depends on the bandwidth, the granularity of the feedback, and the scalability of the feedback channel, I tend to use a mix of all except Social-Media.

Face-to-face is the best, but we also use our app that we've built specifically for easy cloud-based video recording. Our customers can just record their webcam, or just a screen capturing with their voice, and show how they use the app / product. It's super accurate, easy, and asynchronous. What we've found as a big bottleneck / time consuming moment was actually organizing a meeting (online or offline), because it should be the right time for both our company rep and the user. With async video recording, our customers can record their feedback directly via the link to the video review that we send them, and we can review it when we have time. Works really well for international customers from different time zone, and it's a very rich format. Also, it saves time for a customer - they just record as they use, with no need to then reflecting on what they did, writing it as a text - no time needed for that. If it's 10 minutes of their experience, they do just that - and leave us the video with no editing. It's the most genuine possible format in my opinion. But it past, before this app, we used to conduct customer interviews, user testing session, email feedback.