How to collect in-app feedback ?
Customer Feedback
Maria Correa
Mar 13, 2024
Yes, we are talking about this because of our last release of in-app surveys in the Android version. It’s no secret to anyone that today we have more users on mobile than on desktop, so why lose all the feedback and insights that users can give you about your product or services directly in your app ?
If you've been scratching your head, wondering how to start to know what your app users think and feel, we've got some gold nuggets of info for you. Getting in-app feedback from users is about genuinely listening and evolving your app to be the best version of itself.
And guess what? You don’t need to go too far! At Told.club you can create in-app surveys to collect user feedback directly from your mobile app with our last release of the Android SDK that is now on Maven Central. With Told, you have a broader field to get to know your users with personalized surveys full of design so you don’t bore your users with ugly and generalized surveys.
Why Feedback Rocks
We always push you to collect user feedback, because, to be honest, what is a product without feedback? Feedback is the breakfast of champions, It's how you know if your app is hitting the mark or if it's time to quit. But here's the kicker: collecting feedback needs to be done right, it’s not asking for the sake of asking and not at any time either. That's where the art of asking for feedback comes into play.
10 Mobile app feedback examples you should be collecting
User satisfaction scores:
Have you ever heard about CSAT ? CSAT means Customer Satisfaction Score and is ideally sent when you want to know how happy customers are with an action they took or certain aspects of your products/services. CSAT usually answers the question of how satisfied customers are with a certain service, product, or interaction with your brand. A quick scale from 1-5 or 1-10 from very satisfied to very dissatisfied.
Feature requests:
Are dealing with knowing which feature launches first or even missing features that you don’t have and don’t even think about it? Well, at the end of any action chosen by yourself depending on your flow, you can always ask, what additional features are you itching to see?
Bug reports:
There are no better QAs (Quality Analysts) than the users themselves. Ask them directly: what is breaking or failing? Also, send them an open question asking what is working and what is not?
Usability feedback:
My favorite. When we spend hours and days trying to build an app, it is usual to miss details in terms of usability. To attack this, you can always ask at the end of the flow, how easy and intuitive was using the app? You can also be specific in an interaction, for example, how easy was it to pay with {your product}?
Performance feedback:
Believe it or not, loading timeouts within your app can increase your abandonment rate. Is your app speedy? In this case, you can ask, it took you a long time to... For example, pay your bill?
Content feedback:
Content is king, we know it, and you know it! So How do users feel about the content within your app? Be proactive in asking directly to them what are words they use for the same thing, or if it clear for them. So, you can always ask, Is the content clear for you? Or Do you understand everything you have to do to complete X or Y, would you say it another way?
Customer support feedback:
Support can be a pain in the ass or a successful yes. This topic is long and extensive, sometimes it is worse to have a support team that does not understand your users and treats them very badly, just as it is also very good to have one that is fully trained and aligned with your brand. How do you realize this? Ask your users after interacting with it, How satisfied are you with the service provided?
Net Promoter Score (NPS):
Our favorite! Easy and concise. As we have said many times before, the Net Promoter Score (NPS) is based on one concrete question, how likely are they to recommend this app to others? Remember to add a second question if you want to know in detail the why behind each rate.
Exit feedback:
The question we never want to ask, but one of the most important ones. This feedback comes from those uninstalling, what's the reason behind their goodbye? You can nicely ask what is the reason for your goodbye? z
General Comments:
Finally, and why not, an open-ended space for any thoughts. Let your users express how they feel about your product/service and you will be surprised by what you’ll find out. Here you can be creative to ask what you need the most, some examples are, What do you like the most of {X}? There is anything you would like to change? Describe your experience in a few words.
How to ask for feedback in your mobile app
If you get here you know what to ask, now how? Here are some tips on how to do it smoothly:
Don't interrupt the customer experience. Choose a moment when they've just achieved something within the app.
Keep It Short and Sweet. Long surveys are a no-go. Aim for quick, impactful questions.
Offer Incentives, like a discount or freebie, goes a long way.
Make users feel like they're truly part of the app's journey.
Use Told.club
Told.club it’s a beautiful and easy-to-use tool that lets you create pop-up surveys directly in your app. Imagine being able to ask questions based on user behavior or specific actions they've taken. That's the kind of insight that can truly shape the future of your app.
Using Told.club, you can design those short, engaging surveys that pop up at just the right time, ensuring you're not only hearing from your users but you're asking them questions that matter. Plus, the tool's analytics can help you decipher the feedback, turning raw data into actionable insights.
Conclusion
With the right approach and tools like Told.club, you're not just collecting data; you're opening a dialogue with your users. And let me tell you, there's nothing more powerful than an app that grows and evolves based on real, human input.
