Creating an application is not at all easy, but not as close as the effort of creating a successful application. The success of an application does not depend solely on its functionality but also on whether and to what extent it is attractive to users.
That is why for companies that make mobile apps, one of the key segments is the search for customer feedback. With this, developers know which aspects of the app are good, which are bad, where the bugs are, what is missing, etc. That way they can figure out where to focus resources to progress toward success. Here are some tips that can be useful if you want to get some real feedback!
Make it Easy for Users to Give Feedback
It’s necessary to provide an easy way to communicate with users. Many companies neglect the importance of feedback and therefore do not work to allow users to easily and quickly explain their experience using the app.
There are many tools that are very effective in gathering important information. Many of them can make it easier to collect information, organize reviews by segments, implement predefined answers, etc.
Be careful because it’s a thin line between demanding feedback and interfering with the user, the latter of which can cause a counter-effect. That is why it is necessary to have a well-thought-out strategy.
Namely, asking users for feedback after their first use of the product is certainly not a good mechanism. But after a few weeks of using your app, the user has probably gotten a good enough impression of it, enough to be able to provide a valid review that can be of great help.
Run Beta Testing
During beta testing, your users can get you real feedback without the app going public. This helps you avoid potential bad reviews that can affect your public image. If you start on a bad note, improving your public display can be challenging.
Beta testing aims to enable real users to interact with the application, test the possibilities, and test as many users as possible in its features in order to later extract useful data by analysis.
If they like the concept, the idea, the chance increases that they will be willing to point out the shortcomings, raise the positive side and thus help develop your application. Especially if it is useful to them, it makes life easier and solves real problems.
Go Ahead and Ask
Perhaps the best way to get customer feedback is through the app itself. Just go ahead and ask a question as simple as – how do you like the app? It is likely that a good number of users will rate the application, give a comment and their opinion.
However, you should be careful! As mentioned, it’s necessary to develop an adequate mechanism for obtaining customer feedback. A good way is to occasionally ask users to rate you and leave a review. But we do not recommend repeating this for a period shorter than 2 months, because it can cause a counter-effect and spoil the whole experience.
Recognize the Right Moment
Also important is the moment when, say, a pop-up appears with a request for the user to give their feedback. If this is in the middle of using your app it will likely have side effects. At the beginning of use, it makes no sense unless you implement a mechanism to recognize that someone is a regular user and has not left feedback for a long time.
Perhaps the best time to send a review request is after a completed task, if, say, a purchase has been made within your application. Also one of the better moments is when the user wants to leave your mobile app because then their impressions are possibly the freshest.
In order to keep up to date with feedback, there are tools such as Doorbell which, in addition, to support and segmentation of feedback, provides a very interesting feature – it sends you each feedback notification either by mail or through some other software. This is especially good for responding in time to negative feedback or a potential bug!
Run Qualitative Research to Get a more Realistic Feedback
It’s important that you conduct research thoroughly so you can get a picture of how users perceive your app. One of the best ways to understand how they experience interaction with your app is through unmoderated and moderated testing.
Moderated testing is usually done through an interview form. You can create a script with questions and have a person, responsible for moderating, keep the momentum going by helping guide the user and asking the right follow-up question. This is a great way to understand user’s emotions, behaviors, habits, and much more valuable information.
Oftentimes, people will react differently under the influence of the moderators. Sometimes, their presence only is enough to provoke an unalike reaction. In certain cases, unmoderated testing can prove significantly better and more realistic, because users usually interact with apps without anyone to guide them.
Moderated and unmoderated testing has always been a great way to get a real user’s opinion on a variety of topics, and they are also very useful for rating a mobile app. There are tools that can connect you with a large number of users to help you evaluate the app. PlaybookUX is one of the more well-known tools that allow you to test your application to help you make the right decision.
They can provide you with videos of real people interacting with your app. This way you get quality results that can help you get great feedback. You can run tests with real users within days!
Use Different Channels to Collect Feedback
Besides the possibility for users to rate your mobile app within it, there are other ways that should be included. Social networks are definitely at the forefront at this point and users are not hesitant to approach you and give you a piece of their mind. You shouldn’t neglect this feedback collection channel, and you should have adequate customer support!
Email is still a valid way to collect customer feedback and you certainly need to set aside resources for this type of communication. Besides them, having a forum on your website and using the business phone system to communicate with customers are both still useful methods. Some companies like it when customers give them feedback over the phone because this type of communication is still the most complete and the best way to reach an agreement. Finally, don’t be afraid to get down in the trenches with your users and invite all of them to a webinar using one of these webinar platforms.
If this takes too much time, consider a tool like Uservoice that allows your users to send a voice message. That way you get the best feedback in terms of the most complete review and your employees don’t waste time so they can redirect their efforts to other things.
Offer Discounts
It’s important that you conduct research thoroughly so you can get a picture of how users perceive your app. One of the best ways to understand how they experience interaction with your app is through unmoderated and moderated testing.
Moderated testing is usually done through an interview form. You can create a script with questions and have a person, responsible for moderating, keep the momentum going by helping guide the user and asking the right follow-up question. This is a great way to understand user’s emotions, behaviors, habits, and much more valuable information.
Oftentimes, people will react differently under the influence of the moderators. Sometimes, their presence only is enough to provoke an unalike reaction. In certain cases, unmoderated testing can prove significantly better and more realistic, because users usually interact with apps without anyone to guide them.
Moderated and unmoderated testing has always been a great way to get a real user’s opinion on a variety of topics, and they are also very useful for rating a mobile app. There are tools that can connect you with a large number of users to help you evaluate the app. PlaybookUX is one of the more well-known tools that allow you to test your application to help you make the right decision.
They can provide you with videos of real people interacting with your app. This way you get quality results that can help you get great feedback. You can run tests with real users within days!
Conclusion
Users today do not have much time and refuse to do anything against their will or anything that takes too much time. That is why it’s not easy to get customer feedback and it is necessary to constantly try new methods.
Feedback is important because it leads to improvement and a more successful business. By listening to your customers, you can be better at taking care of their needs and problems. When you take care of customers and let them know that you are working on the basis of their comments, they will appreciate it and then they will take care of you too!
