User feedback will help you understand your product from a fresh perspective, so you can adjust your product roadmap and better improve your application. Whether you follow agile development or not, quick and frequent feedback is one of the most important factors to make your app more successful.
Implementing the right feedback system and defining a user journey map will help you motivate your mobile app users at the right time.
How the positive app reviews and ratings drive your app growth?
More positive app reviews and ratings better app ranking on Google Play?
One of the few places where customers provide feedback is in the App Store in the form of ratings and reviews.
According to our report, about 80% of people choose their most valuable app rely on the mobile app reviews and ratings according to our research. More positive app reviews normally impress your target users a good user experience, and more app downloads could be look forward to.
Especially, positive app reviews and ratings also belong to the indirect app ranking factors on Google Play, may improve your app conversion rate.
In addition, if you have a low star rating in the App Store, it is an indication of one (or both) of the following: there are issues in the app that need to be fixed and/or you are not getting your biggest fans into the App Store. In fact, most brands only hear feedback from about 1% of their customers. To overcome this challenge, you should implement a tool that prompts the right people to leave reviews in the app store at the right time.
Not only will you be able to capture more feedback from happy customers (thus improving your app store rating), but you will also be able to hear from more people who would otherwise remain silent (what we call the silent majority).
By choosing the right people to prompt, it ensures that happy customers openly rate your app, while unhappy customers provide you with direct, actionable feedback.
Click "Learn More" to drive your apps & games business with ASO World app promotion service now.
How the in-app feedback help you build a great mobile product?
Product feedback is the ideal way to hear from specific customers and understand their needs before they move on to your competitors. Proactively collecting feedback allows you to quickly identify and address their pain points.
You know your product, because every feature has been thoroughly thought out and discussed. However, sometimes you don't see all the flaws.
It is important to have a deep understanding of what your users like and what features they like. Show that you really listen to your users, because the application is made for them, so it should be as close to their preferences as possible.
However, be careful to only listen to the most relevant feedback. Create a feedback system where users can voice their concerns or opinions so that you can understand and decide which features to keep, which are less relevant and which new features should be created.
When you receive feedback, don't put everything in the feature backlog, but in a "feedback library" - no matter how much you like users sharing their opinions, you must be careful how you apply them to product management. Every feature has a lifecycle cost, including maintenance, debugging, additional server load, etc.
More connected with your customers may bring you good user loyalty and user retention
Ultimately, collecting user feedback is about gaining a deeper understanding of why and how people use your app. With this knowledge, you'll be able to exceed their expectations and turn them into loyal customers and brand advocates.
By targeting specific users and identifying user pain points, you'll be able to improve the user experience and increase retention in the ways that matter most to your audience.
Guide to gathering user positive reviews and feedback for your app
Timing is important
The last thing you want to do is interrupt the user experience with an annoying pop-up window. Remember, users are doing you a favor by sharing feedback. So don't ask too many questions too soon or interrupt them in the middle of a task.
Avoid asking for feedback when they first launch the app. Or when they are making a purchase, conducting a search, or sharing content.
The best time to ask questions?
When they complete an action and feel happy and excited. Think about it immediately after the goods are delivered - they've completed a new game level, crossed an item off their to-do list, finished a workout, or finished streaming a movie. They will be more motivated to share their feedback.
Keep it short
Mobile is not the ideal format for a comprehensive 10-question mobile app survey. Ask a maximum of 1-2 questions to improve response rates and target answers that users can select with just one click. Replace text answers with visuals or emojis whenever possible.
Check out the in-app feedback surveys used by the popular Human Activity Tracker app. The first question is simple and straightforward, and users can respond with a single click on an emoji. It doesn't take up the entire screen and is easy to ignore for users who aren't interested in responding.
Follow-up questions provide the opportunity to provide more in-depth feedback, but this is not required. By asking users to provide their contact information for follow-up, it was clear that the team was interested in personal responses and a more in-depth conversation.
Don't be aggressive
It's worth repeating: users are doing you a favor by sharing their feedback. They don't owe you anything.
So don't spam them with pop-up surveys in every conversation and make overlays easy to ignore. Users who aren't ready to share feedback need a quick and easy way to resume what they're doing without getting frustrated.
Not only pop-ups
Collecting user input doesn't have to be a formal survey or poll. Look for ways to integrate simple feedback loops into your UI.
Take Spotify, for example. One of the app's key value propositions is to help users discover new music. the Spotify app includes heart and cross buttons for suggested songs in users' daily mixes. This is a quick and easy way for Spotify to get feedback on how well their suggestions match up with what users like. For users, it's a useful way to immediately improve their suggested songs and discover new favorites straight away.
Don't limit users to yes/no questions
Sometimes a simple yes or no will provide you with the information you need - but not always. *Open-ended questions will provide you with more information and better insight into your users' thoughts.
That said, don't expect users to submit long paragraphs of answers. Typing on a cell phone is not ideal.
Save questions that require longer written answers for email surveys or personal follow-up. You might also consider offering small incentives to complete longer surveys with more than one or two questions: for example, a 10% discount, free shipping, or a free trial extension.
Restaurant search and discovery app Zomato does this brilliantly, encouraging users to share any quick ideas they have with a simple one-line text field - and inviting users to send more detailed feedback to a dedicated email address.
Make the surveys easy to find
Another way to collect feedback beyond pop-ups is to add them as permanent additions to your application. Make them easy to find without cluttering your UI by adding them to the header/footer, top menu, or as an option when users click on your social media icons or support/contact us links.
The Lego Life app actually highlights polls as a key feature in their app, providing a way for their passionate and outspoken user base to both provide valuable feedback about Lego products and connect with other members of the Lego community. A list of polls is displayed in the news feed, including official LEGO polls and user-submitted polls.
Twitter has similar surveys and polls in its news feed to gather feedback in a way that does not interfere with the user experience.
Create segments based on responses
After collecting feedback, make it actionable. By creating user segments based on survey responses, you can follow up and better engage users.
For example, you can invite people who request a feature to beta test it, or notify it when it launches. Satisfied users can be invited to join your loyalty or rewards program, share user-generated content, or recommend the app to a friend. Unsatisfied users can receive notifications about new features or content releases, or follow up with personal contact from support.
Let users know you're listening
Again for good measure: Your users are doing you a favor by providing feedback! Thank them in your release notes or new feature announcements, and send personal emails to express your appreciation for their time and interest in your product. Even (and especially!) when it comes to negative feedback.
Nike + Run Club experienced this firsthand when they redesigned their popular running app in 2016. To say users were unhappy is an understatement - Nike's app store listings and social media pages were inundated with angry users who were missing favorite features, didn't like the new UI, or lost personal data.
Today, the Nike+ Run Club app is currently ranked #15 of all health and fitness apps in the Apple App Store, with nearly 190,000 reviews and a 4.8-star rating.
So what turned things around was the Nike+ team's response to all this user feedback.
Nearly every social media post and negative review received a detailed response from the team, demonstrating their commitment to fixing the problem and making sure the app met the needs of their users. They made announcements and wrote blog posts thanking users for their verbal feedback and making sure that each of their comments was heard and taken to heart.
Users need to know that their feedback will not fall on deaf ears. Even if your app isn't perfect, they'll be happy to know that you care about their experience and want to make the best app for them.
How to measure app user feedback?
After you get feedback from your mobile users, you need to act on it.
Otherwise, your users will feel that their opinions don't matter and that you're not interested in creating a better experience for them. That's why you should.
Make the right metrics tell you actual performance if your promotion
Focus on things that are easy to measure and track the right metrics: the
- Percentage of purchases made via mobile devices
- Number of mobile visits
- Time spent on site on mobile devices vs. your site
- Number of daily installs and their sources
- Measure the effectiveness of your marketing program
For example, if you use NPS, you will be able to determine how many users like your app or features, etc., whereas if you don't use it, you will have to search for common stressors in the feedback, such as: many people complaining about bugs or being unhappy with how slow the app is, etc.
Encourage ongoing user feedback
To encourage users to provide ongoing feedback, create feedback channels within the application experience. Come up with a schedule that is triggered by the user's actions.
For example, ask for a review when they have used the app for 10 days. After three months of active use, ask them to update their reviews.
Ultimately, you should summarize, categorize and analyze the feedback data to identify issues in the product and prioritize them. This way, you can adjust your product roadmap accordingly.
If necessary, you can conduct further user surveys and interviews to plan your next development and release plans.
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