How does Hotjar Incoming Feedback Work?

Hotjar's Incoming Feedback allows you to get visual and instant feedback from your visitors. Ask your visitors directly which elements of your site they love and which they would like you to improve.

Incoming Feedback removes the guesswork from improving your visitor experiences.

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The Incoming Feedback Widget

Once you've activated Incoming Feedback on your site, your visitors are shown the Incoming Feedback widget. The placement of the widget is configurable in your settings, and the appearance adjusts depending on the location chosen.

When placed at the bottom of the screen the Incoming Feedback widget contains a short welcome text which is customizable. If placed on the left or right of the screen, your visitors will see a Feedback indicator. Widgets placed on the bottom of the screen show a welcome message. Widgets on the left/right are more compact.

Your visitors can activate Incoming Feedback by clicking on the widget. If they don't want to leave feedback they can click the X to minimize widgets on the bottom of the screen to take up less space.

If your visitor chooses to leave feedback they are first asked to rate their experience on your site from Hate all the way up to Love, giving a valuable first impression of visitor experience with your site.

In addition to the rating, users are prompted to provide a longer description of exactly what it was that made them rate your site in this way.

Prompt for your visitors to add more detail to their feedback.

As part of the additional feedback, users are also given the opportunity to take a screenshot of the specific elements on your page that has prompted them to provide feedback to you. Your visitors can show you the specific elements of your site that have made them happy or provide evidence of something that isn't working quite right.

With Incoming Feedback you can be sure you're spending time on your site where it matters.

 

Optionally users can also provide a screenshot of the page or of a specific element which has prompted them to provide feedback or leave an email address if they would like you to follow up their feedback via email.

 

This can be useful if you need further information from your visitor to solve a problem identified with the site, to notify them once something has been fixed, or if you just want to say thanks personally.

Once your visitor has submitted their feedback, they receive a final thank you message, and then the feedback widget returns to a collapsed state.

Widgets placed on the bottom no longer show the welcome message once they have been completed — or after they are closed by your visitor. This keeps the widget out of the way but still allows your visitors to provide additional feedback in the future.

Once complete or closed, the bottom widgets collapse to this more compact size to keep out of your visitors way.

Customization options

Incoming Feedback can be customized in a number of ways, including:

• Position where the widget appears on the page
• Accent and alternate light/dark colors for the icon and other features
• Fully customizable messages for each step of the feedback process
• The ability to automatically capture full page screenshots with every submitted feedback
• Language support for non-customizable elements
• Targeting to desktop, tablets or mobile users specifically
• Target specific pages by URL
• Optionally collect email from visitors giving feedback
• Forward feedback containing an email address to a specific email account
• Target a specific % of visitors available on Plus plan or higher
• Target using Javascript trigger available on Plus plan or higher
• Toggle Hotjar branding, only available on Business plans
• Customize emoticon styles or use a five star rating scale, only available on Business plans