How do you use feedback from app support to improve your app features and functionality?

1 Choose the right tools

The first step to getting valuable feedback from app support is to choose the right tools for your app and your audience. There are many options available, such as in-app surveys, ratings and reviews, email or chat support, social media, or third-party platforms. You should consider the pros and cons of each tool, such as the ease of use, the response rate, the cost, and the data quality. You should also test different tools and compare the results to find the most effective ones for your app.

2 Ask the right questions

Gaining meaningful feedback from your app users is essential to achieving your app goals. To ensure that you are asking the right questions, avoid being too vague or asking too many questions too often. Additionally, it’s important to segment your users based on their behavior, preferences, or demographics and tailor your questions accordingly. Good questions to ask may include: How satisfied are you with the app support? What are the main reasons for your satisfaction or dissatisfaction? How easy or difficult was it to find and use the app support? What features or functionality would you like to see improved or added to the app? And how likely are you to recommend the app to others?

3 Analyze the feedback

Once you have collected the feedback from app support, it’s time to analyze it and identify key insights and patterns. To do this, you should use both quantitative and qualitative methods, such as statistics, charts, text analysis, or sentiment analysis. Additionally, look for correlations, trends, or outliers in the feedback data. You should aim to answer questions such as: what are the common issues or complaints that users have with the app or the app support; what are the main drivers or detractors of customer satisfaction and loyalty; how does the feedback vary by user segments, channels, or time periods; and what are the gaps or opportunities for improvement or innovation in the app or the app support?

4 Act on the feedback

The final step is to act on the feedback and implement changes or improvements to your app or app support. You should prioritize the feedback based on their impact, urgency, and feasibility, and communicate this back to your app team and users. Let them know that you value their opinions and are working hard to enhance their experience. Possible actions include fixing bugs or errors, adding/updating features, improving usability/design, providing more training/guidance, and offering incentives/rewards for feedback or referrals.

5 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?