In Usabilla you can automatically or manually add labels to your feedback items. This is a big part of Feedback Management in Usabilla, because the labels allow you to easily filter out relevant feedback, and forward them to different stakeholders within the organisation. But which labels should you use?
Below we've compiled a list of often-used labels by other companies, and a short description of what they're used for.
Section label: Adding labels based on sections of your website can be very useful, since it enables you to quickly see which sections generate the most positive/negative feedback.
examples:
- Order Status
- Payment
- Content
- Product Information
- Pictures
- Login
- Delivery
- Pricing
- Discount
- Sign up
- Navigation
- Search
- Quote
- Demo
- Contact Page
Type label: Type labels can indicate what type of feedback is left. This labeling allows you to quickly drill down in your feedback analysis, and see (for example) of all the feedback that came in on Payment, how much was labeled as a bug, and how much as a complaint?
examples:
- Error/Bug
- Complaint
- Compliment
- Contact Request
Owner label: These can help you 'tag' the person/team/department who should follow up on certain feedback items, or for whom viewing only certain feedback is relevant. Adding owner labels makes it far easier to create 'Save Filters' for certain stakeholders.
examples:
- Customer Service
- UX/UI
- Development
- John
- Product Owner
- UK Digital Team
- DE Digital Team
Status label: These labels are used to keep track of the status of feedback items. They can be used in addition to Usabilla's standard statusses (Read/Unread/Archived).
- New/Open
- Transferred to Customer Service
- Transferred to Development
- In Progress
- Followed up
- Closed
Example of a labeled Feedback Item:
The following item was auto-labeled with 'Bug' based on a conditional forms question that the user selected in the feedback form. It was also auto-labeled 'Demo Request' because the user used the word 'demo' in his comment. The label 'Sent to Development' was added manually by a team member, before the item was pushed to Jira through our integration.
