Tools to Gather Customer Feedback Across All Channels
Customer feedback on mobile sites and mobile apps can be evaluated through multiple ways. In every case, feedback should be analyzed carefully and not ignored. For a company to ensure that its brand stays relevant to its target group, feedback from customers should be taken during separate instances of their interaction with the brand. Customers may provide feedback regarding the quality of product information on the app or mobile site, responsiveness of the mobile site, ease of making payments online, and ease of accessing customer support.
Developers use different techniques to collect user feedback in order to increase engagement. Some examples are as follows:
- App Store Reviews—App store reviews is the most obvious and basic method of collecting user reviews. The app store reviews are collected in the form of star ratings and written text reviews. Star ratings reflect how much the users like the app in general while text reviews are important to understanding the specific pain points and strengths of the app.
- In-app Feedback—One of the most effective methods of collecting reviews, in-app feedback, allows developers to collect feedback in the app itself. There are a number of turn-key plug-ins available that make it simple to prompt the user to review an app. However, it is important to time the prompt properly within the user experience. Some apps (mostly games) also incentivize users to provide feedback.
- Social Media and Forums—Social media and website forums can be used to start discussions about an app, invite suggestions, run polls, and get feedback on specific app features.
Analyzing customer feedback about a company’s product and related services can help a company identify areas where it is performing well and areas where it needs to improve its relationship-building capabilities.