You can’t deny that customer feedback is one of the most important things to dwell on when you’re in the app business World. It gives us all sorts of insights into what our customers need from our business. But sometimes… don’t you wish you could get straight answers from your customers?
This is what customer feedback is all about. It can help us understand why our customers are using one feature three times as often as the other. Why do they stop using our app or what causes them to uninstall our app?
When we compare these app reviews or feedback to what we’re seeing in our analytics, we get an overview of what’s really going on. Then, we’ll use this information to find out how to fix problems and go after the right solutions or opportunities. It is vital to know and utilize customer perception as it is a well-accorded action. App reviews or feedback can give us important pointers that could shape our pathway to success.
Well, don’t worry, because I am going to break it down in 4 simple ways on how to gather app reviews or feedback that you can actually see.
E-mail is the easiest way to collect candid customer feedback. Through it, you can get your customers feedback. After all, who doesn’t use e-mail to communicate these days? Moreover, you can be sure that “follow-up emails” will be well fitting for an organized e-mail feedback. Users usually sign up via e-mail because there are lots of things that they would like to inquire about, whether they’re looking for new features, struggling on a feature or they want to personally tell the app developer about the ones they like.
You may send personal e-mails to your users to make them more open to the kind of things they want to tell you. Also, it allows you to start an interesting conversation with your targeted customers. Just remember to reply immediately to your customers’ e-mails; otherwise, they would stop communicating with you, and your partnership will be over.
Social Media Visibility
Social media has been proven to be one of the most passive yet instant types of outlet for people. This method is called ‘social listening’ and it is an even more frank type of gathering app reviews or feedback. Direct comments, messages, or mentions on social media could go a long way for your app business as long as these social networking sites are used properly and responsibly. One of the benefits of this is you can update your users with the latest goings-on in your app business; having followers on various social networking platforms could be a great asset for it as well.
Traditionally speaking, surveys are the bread and butter for getting app reviews or feedback. They’re easy to set up, send out, analyze, and scale very well. What’s not to like eh? No wonder it is one of the most effective ways to gather app reviews or feedback as long as you can craft direct, simple and specific surveys. Ask only the questions that you’ll use – something that would only include questions that will achieve your end goals. Remember not to ask too many or unnecessary questions; make it concise as much as possible but still add some open-ended questions. Ask questions one at a time, and don’t make it too burdensome for your users.
Also, be extra careful about relying on surveys too much. When you use surveys exclusively, you will never get a chance to understand the deeper reasons behind the responses that you receive from users. So use these surveys as a starting point.
What if you could watch someone use your app? You’ll see exactly they’re drawn to, what catches their attention, and where they get confused. That kind of information is invaluable.
Well, there are services that give you exactly that. You can define tasks that you want someone to complete, have random users do it, and get a recording of the entire process. However, it requires thousands of dollars to pull this off. You need to have a research firm do it for you but the cost has become very reasonable.
These are ideal for new apps. If you’ve built a new app or you’re about to release a new game, I highly recommend that you watch someone use it. This will detect some of the biggest problems right off the bat and increase the rate at which you acquire new users.
When usability testing has been planned out accordingly, it could very much benefit you in the long run since your users have already tried it out first hand.
Your customers want the real thing. They want to get what they paid for, and this is exactly what you guys should be doing. Explore new options for app reviews or customer feedback that would make your clients’ lives a lot easier—trust me, they will thank you and will help your app business grow at the same time!