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What are the best practices for ensuring mobile device user satisfaction?

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Mobile devices are essential tools for personal and professional use, but they also pose various challenges for managing user satisfaction. User satisfaction refers to how well a mobile device meets the expectations and needs of the user, such as performance, usability, security, and reliability. In this article, you will learn some of the best practices for ensuring mobile device user satisfaction, based on the following aspects:

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Gary Lee

CEO @ B2M Solutions | Board Member | Executive Director | Dad x4 | C-Level Exec in 6 Global Startups

1 Device selection

Choosing the right device for your user is the first step to ensure satisfaction. You should consider factors such as the user's role, preferences, budget, and compatibility with the existing infrastructure and applications. You should also evaluate the device's features, such as battery life, screen size, camera quality, storage capacity, and operating system. Ideally, you should involve the user in the selection process and offer them a range of options that suit their needs.

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2 Device configuration

Once you have selected the device, you need to configure it properly for optimal performance and security. You should apply the necessary updates, patches, and settings to the device, such as network, encryption, password, and backup options. You should also install and test the required applications and tools that the user needs for their tasks, such as email, calendar, messaging, and productivity apps. You should also provide the user with clear instructions and documentation on how to use the device and its features.

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3 Device support

Even with the best configuration, mobile devices can encounter issues or errors that affect user satisfaction. You should provide timely and effective support for the user when they face any problems or questions with the device. You should have a dedicated help desk or contact person that can assist the user remotely or on-site, depending on the situation. You should also monitor and track the device's performance and usage, and identify any potential risks or improvements.

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Gary Lee

CEO @ B2M Solutions | Board Member | Executive Director | Dad x4 | C-Level Exec in 6 Global Startups
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It's time to flip the support model from reacting to problems after the occur and are reported to help desks, to proactively monitoring the devices' health and usage to find and fix problems WITHOUT depending on help desk calls and tickets. Software solutions from B2M Solutions (Elemez) and others are providing this real-time intelligence on device health and usage.

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4 Device feedback

Another important practice for ensuring mobile device user satisfaction is to collect and analyze feedback from the user. You should regularly ask the user about their experience and satisfaction with the device, its features, and its support. You can use various methods to gather feedback, such as surveys, interviews, ratings, reviews, or comments. You should also use metrics and indicators to measure user satisfaction, such as retention, loyalty, engagement, and satisfaction scores.

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Gary Lee

CEO @ B2M Solutions | Board Member | Executive Director | Dad x4 | C-Level Exec in 6 Global Startups
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Relying on end-users to report is problematic. Our most recent market survey and report shows that almost 90% of all issues never get reported back to the help desk and IT. Best practice is to use a real-time monitoring and analytics software tool such as B2M's Elemez to constantly monitor device heath, stability and usage to provide real-time insights which can be immediately put to use. As an example, it's common when an app is updated for devices to have problems due to unforeseen bugs. with Elemez, we can spot these issues as they occur (ie: reboots / dropped network connections / poor battery life) on all updated devices and take immediate corrective action.

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5 Device training

One of the best ways to improve user satisfaction is to provide adequate and ongoing training for the user on how to use the device effectively and efficiently. You should design and deliver training programs that match the user's skill level, learning style, and goals. You should also update and refresh the training content as the device or its applications change or evolve. You should also encourage and facilitate peer-to-peer learning and sharing among users.

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6 Device security

Finally, you should ensure that the device and its data are secure and protected from unauthorized access, loss, theft, or damage. You should implement and enforce policies and procedures that regulate the use and management of the device, such as authentication, encryption, backup, remote wipe, and lock options. You should also educate and inform the user about the best practices and tips for keeping the device and its data safe, such as using strong passwords, avoiding public Wi-Fi, and reporting incidents.

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7 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?

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What are the best practices for ensuring mobile device user satisfaction?

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1 Device selection

2 Device configuration

3 Device support

4 Device feedback

5 Device training

6 Device security

7 Here’s what else to consider

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