Partner Stories

How Contentsquare partners with GetFeedback to optimize customer experiences

Collecting feedback is just the first step toward delivering exceptional customer experiences.
Connect the dots between user feedback and behavior by integrating GetFeedback with Contentsquare to create delightful experiences that drive conversions.

What is GetFeedback?

GetFeedback is a leading customer experience solution that helps teams to quickly capture and analyze feedback with multichannel online surveys.

The solution makes it simple to collect feedback across the customer journey with dynamic survey templates for websites, email, and apps. 

On its own, GetFeedback helps you collect Voice of Customer (VoC) feedback and track sentiment, NPS® and CSAT scores. But without integrating with an Intelligence  Experience platform like Contentsquare, you’ll be left guessing what led to negative ratings and what needs to be optimized to improve customer satisfaction.

What’s missing from your feedback

At least 2 in 5 website visitors experience frustration. With costs per visit jumping an astonishing +9.4% in 2023 (while conversion rates dropped), improving customer experience is now more valuable than ever. 

Individual customer comments and feedback ratings can reveal specific issues, but you need to bridge the gap between feedback and how people really behave to understand exactly what’s causing problems and what’s worth fixing first.

Problems

  • 02 Not all frustrated customers leave feedback

    In an ideal world, every customer and visitor would tell you exactly what made them bounce, churn, or abandon a basket. In reality, only a small percentage will bother—so you may be prioritizing fixes to problems that are comparatively much less impactful than you think, while completely missing more problematic trends.

The solution: combine GetFeedback with Contentsquare

Extract maximum value from customer feedback by connecting it to the rest of your analytics data to

Whether you’re on the CX, marketing, or product team, using GetFeedback with Contentsquare allows you to quantify and discover the reasons why customers are experiencing friction and dropping off along their digital journey.

"
Voice of Customer is much more than just a tool: to have a real impact on processes and roadmaps, listening to customers must be an integral part of the corporate culture, from store to head office."

Mathieu de Ricaumont

Head of Customer Experience
Carrefour

Key benefits

  • 02 Improve metrics like NPS and retention

    Create segments and filter insights in Contentsquare based on GetFeedback feedback scores like NPS rating or mood score. Analyze how happy customers behave differently from those facing problems.

    For example:

     - Compare the user journeys of promoters and detractors to see what’s driving customer loyalty

     - Improve metrics like abandonment rate or churn by focusing only on comments from users who match that segment

     - Visualize effective site features by creating Zone-Based Heatmaps of happy customer interactions

  • 03 Prioritize your most profitable CX improvements

    Quantify the real-life impact of low or high feedback scores and business metrics like conversion rate and revenue. 

    Make data-backed decisions about which fixes to prioritize and share related session replays to align your team around critical issues.

  • 04 Quantify site-wide frustration levels

    Not all unhappy customers or visitors leave feedback: use Contentsquare’s Error Analysis and AI-powered Frustration Scoring to identify common problem areas that you’d otherwise miss.

  • 05 Optimize survey placement and response rates

    Perform reverse journey analysis in Contentsquare to see the most common paths that lead to survey completion.

    Use this insight to:

     - Improve survey response rates by identifying the best timing and placement for feedback 

     - Identify opportunities for new surveys, like pages with a high exit rate

"
Feedback helps us justify investments for certain features. Now we can prove they address a customer problem or need."

Mathieu de Ricaumont

Head of Customer Experience
Carrefour

FAQs about the Contentsquare and GetFeedback integration

  • Contentsquare account admins can request an integration with GetFeedback from the integrations catalog. It usually takes between 1 and 2 business days for the Contentsquare support team to action your request and you’ll be notified as soon as it’s ready to use.

  • The GetFeedback and Contentsquare integration works in two ways: Contentsquare Session Replay links are sent directly to GetFeedback responses—access these from within GetFeedback Dynamic GetFeedback identifiers are tracked by Contentsquare—use these to filter any Contentsquare tool by respondent ID or general feedback trend (like low NPS rating)

  • With Contentsquare, you can improve NPS collected with GetFeedback by linking promoter and detractor feedback to Session Replay and Customer Journey Analysis. You’ll see exactly what journeys and user behavior drives low and high scores so you can make data-backed improvements to boost customer loyalty. With Contentsquare’s Product Analytics, you can also quantify the impact of NPS on business metrics like revenue to track the success of your NPS improvements and get buy-in for future investment.

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