For agencies
Client feedback examples for website projects
What client feedback on a website looks like, from the vague to the actionable, what each vague one usually means, and how to get more of the second kind.
Vague feedback, and what to ask back
Every agency gets these, from a client who meant something specific. Ask the question under each one, and the answer turns it into a task.
“It looks a bit off.”
Usually means: Spacing or alignment on one screen size, often a laptop or a phone the team did not test on.
Ask: Which page, and on which device? Can you point at the part that looks off?
“The form doesn't work.”
Usually means: Either a real error (nothing happens, or an error message) or a validation rule the client did not expect.
Ask: Which form? What did you type, what did you press, and what happened then?
“Can we make it pop more?”
Usually means: A wish for more contrast or hierarchy somewhere, rarely everywhere.
Ask: Which part should catch the eye first? Is there a site you like the feel of?
“It's slow.”
Usually means: One heavy page, a large image, or the client's own connection; sometimes the first load after a deploy.
Ask: Which page, on which connection, and is it slow every time or only the first time?
“My boss doesn't like it.”
Usually means: Feedback from someone who is not in the conversation, with the reasons lost on the way.
Ask: Can your boss mark the parts they dislike directly on the page, in their own words?
“It's broken on my phone.”
Usually means: A layout that breaks at one width, a menu that does not open on touch, or an older phone's browser.
Ask: Which phone and browser? A screenshot of what you see?
Examples of feedback a team can act on
Each says where, what, and what it should be instead, which is all a designer or a developer needs.
- On the Pricing page, on my iPhone, the three plan cards overlap the heading. See screenshot.
- The contact form on /contact shows “Something went wrong” after I press Send. I tried twice, with my work email.
- Home page, second section: the photo of the team is from 2021, please use the new one from the shared folder.
- The “Book a call” button in the header should go to the Calendly page, not the contact form.
- The product page takes about ten seconds to show the images on my office Wi-Fi; other pages are fine.
The questions to send with a review round
Send them with the link, before launch or on the live site. Clients answer what they are asked; ask for the page, the device and the priority, and you get them.
Review round: [site name], [date] For each thing you want changed: 1. Which page? (paste the address) 2. What do you see, and what should it be instead? 3. On which device and browser? (e.g. iPhone 15, Safari) 4. Must fix before launch, or can wait? For anything that looks broken: 5. What did you press or type just before? 6. Does it happen every time? Anything else: what would you change first if you could change one thing?
Collect feedback on the page itself
Most of the questions above exist because the feedback arrives away from the page it is about. When the client clicks the thing on the page and writes one sentence there, the page, the device, the screenshot and, for anything broken, the error are already attached.
Broken Here does this on a client’s site, before launch and after it. The client reports with no account and gets a status link for each report; give them a login and they see every report on their sites and where it stands. Your team can walk the site the same way and send a whole review round as one ticket in your tracker. See the bug report template for what a complete report contains, or try the demo.