“Your unhappiest customer is your greatest source of learning” – Bill Gates
This is not just the opinion of Bill Gates; take any top entrepreneur or CEO and they would value their customer feedback the most as well.
If you are a mobile app developer or an appreneur, you will obviously understand the value of user feedback on your app from your customers. It is perhaps even better than the best of advertising strategies you might be planning for your app. Once you give your users a seat at the table, you know that you are going the right way in the app developmental cycle.
But, let us first consider the value of user feedback in more depth.
Why does user feedback matter to you?
Different businesses have different objectives when collecting user feedback. For example, developers of a banking app may need to know whether their users are satisfied with the security features and transaction services of their app. At the same time, a mobile app development company developing an instant messaging app would be more concerned about their design elements and message delivery speed.
And, you might do it for user retention or to improve your mobile app. Regardless, you must determine the objective of collecting the feedback from the users. Once you have that figured out, it will be easier to collect and analyze the feedback.
Choosing a Feedback Collection Method
From chat widgets to social media to community forums, when considering the whole picture, there are oodles of user feedback techniques available on the market. The choice of which one to use, however, firstly depends on the scale of your mobile app development company. It thus makes a lot of difference whether you are running a startup or already have an established brand. Secondly, of course, the choice depends on your budget.
Below are the different types of methods you can use to collect feedback from your users.
Emails either work or they do not. If you are opting for this method, it is always a good idea to give a feedback loop in your email that caters to the customers. Withal, try to keep it short and interesting. No customer wants to spend a lot of time filling in lengthy questionnaires or forms that are too informative.
- The biggest advantage of emails is their low cost. A few lines of code, a few emails, and there you have it: user feedback.
- You do not require a large technical team to implement the survey.
- It offers ease of functionality.
- The email ID is one barrier that comes between you and your customer when you use this tool. If your app does not ask for the users’ email IDs during installation, you will have no way to implement this feedback technique. In this way, you will likely lose some feedback that could have been valuable to you.
- Usability Tests
For a mobile app to be successful, its design plays a pivotal role. Which features attract the most users? Which sections are browsed more often? Which plugins do the users find difficult to use? Such feedback can contribute a lot in the advancement of a mobile app.
- The biggest advantage of this method is that the feedback loop is always active as it is carried out in the app.
- Visual feedback collected through usability testing provides a quick solution to evaluating the design elements in your mobile app.
- The drawback of this method is that you would require at least some coding skills, especially if you are using Feedback.js.
- Usability testing requires a dedicated research team which makes it extremely tardy to carry out without using an online feedback tool or external services for the same.
- Community Surveys
Many top corporations, including Microsoft and Google, gather customer feedback with this method. Whether you are handling an app development project in-house or outsourcing the process to a mobile app developer, this is a great way to enter the real user community.
- The benefit of a community survey is user accessibility. You can get suggestions and feedback from all corners of your reach by using social media. Nowadays, users love to comment and discuss products and services on social media forums, rather than writing personalized or individual feedback to the different companies.
- While obtaining information via social media is a successful way to gather feedback, it also comes with its own marketing implications: if the forums are public, any negative reviews posted by the users can prevent people from trying out your app.
What Comes Next?
Plan your way ahead.
Once you have collected the feedback with any of the methods mentioned above, you need to act upon it. If you are using some in-app tools with the usability testing method, you would immediately know what percentage of users is satisfied with your app and what percentage is not. During a second phase, you can do a selected survey on the unsatisfied customers only.
Another effective measure that many leading mobile app developers implement is to engage the customers to provide regular feedback (for example, once a month or a month after installing the app). The bottom line is to be in constant touch with your customers to learn what they are thinking about your mobile app.