When it comes to mobile app customers, there is no better friend and foe for a mobile app business, especially in the current market conditions. Earn the customer’s trust and they would be devoted to your brand but if you treat them poorly then the tables can turn towards you. In addition, the major issue is that only 5% of unhappy customers really express their discontents. And sometimes it might happen that some of them won’t even come back. So what can you really do to determine the satisfaction of your customers?
The most effective way to measure that is using feedback surveys and communicating directly with the customers. Being cautious regarding the customer experience and its influence on your business conversions is vital to the business’s success. Consider the following tips to measure the effectiveness of your app’s customer experience.
In order to get a clear picture of how the users are responding to your application, you need to understand the analytics. In addition to the integrated analytics tools provided by the app stores, there are many third-party analytics tools that can provide a more in-depth understanding about the app usage. The information provided by these tools range from user demographic to the location to data connection, in-app time sent, etc. Using this data, developers can fix the issues and can release a functional application. Moreover, the significant metrics to monitor when evaluating analytics tools include: Number of downloads, app usage, lifetime value of the user, retention rate, MAU and DAU, session length, average revenue per user.
In-app feedback is a kind of personal interaction to get one-on-one and anonymous feedbacks from the users. This is to ensure that users can share their feedbacks internally without having to share it in front of other users as well as your app won’t have any bad ratings or reviews. As the reviews and ratings stay between the users and the mobile app developers, this would help you in building a positive public image along with building trust among the users.
App Session Tracking
If your app has smaller sessions then it is possible that the users are having some sort of issue in accessing or operating the application or they aren’t interested anymore. Determine the number of time users spent on your mobile application as this may hint that you need to focus more on increasing engagement and time spent in-app. The important metrics for tracking sessions are session’s frequency, activity per sessions, average session length and bounce rate of various pages.
Evaluating Reviews and Ratings
This is one of the most significant metrics in measuring the customer experience. Once your app is on the app Store, customers would react towards your application through ratings and reviews. This would allow the developers to understand the customer experience at an intrinsic level and figure out whether the user is facing any issues related to app crashing or whether any new feature needs to be added. If your app ratings fall or you have been getting negative reviews then take prompt action and solve the issues immediately.
User demographics signifies the demographic data of customers i.e. location, age, gender, etc. This helps in customizing applications depending upon the user demographics as well as in increasing customer engagement due to the localization of the apps.
Delivering exceptional customer experience is the need of the hour for every business out there. In order to gain more loyal customers, it is obligatory to keep tabs on what’s happening in the background and how the customers are responding to it. Thus, implement the above-mentioned metrics and tools as they can play a vital role in the growth of your application.