Did you know that more than 69% of French people have already left a review on the internet and more than one in five French people on a mobile application?
Obviously, users play an essential role in the continuous improvement process. Their feedback, comments, and suggestions can be a valuable source of information for app developers and designers. Understanding user needs, preferences and experiences helps optimize the functionality and usability of your application. In this article, we will see how the steps are taken to collect opinions from your users as well as the benefits of having feedback from your customers.
1. How to properly interview your users
The first step is to interview your customers by developing clear and targeted questions based on your objectives. Careful preparation is essential to obtain relevant and actionable information.
Questions can be asked in writing, orally or online using a hosted questionnaire. It is important to ask open-ended questions in order to get as many relevant answers as possible.
Social networks are also a good way to interact with users and receive positive or negative feedback about your application.
You can also leverage analytics tools like behavioral marketing (CRO) to measure and interpret user responses more objectively. These tools can help you identify behavioral trends and patterns. This will help you make informed decisions to improve your application based on the needs of your users.
2. Summarize the feedback
Here are 4 key steps to achieve this synthesis effectively:
- Collect feedback from your users from different sources, such as online surveys, your app comments, messages on your social networks, support emails, etc.
- Sort feedback into different categories for easier analysis.
- Prioritize: Regarding the issues identified, classify them according to their impact on the user experience and their frequency. Users will also allow you to identify opportunities for improvement. For each, establish the relationship between their development time and their contribution, then classify them by priority.
- Present a concise summary of the feedback, highlighting the most important points.
3. Process returns
A study conducted by IFOP and Guest Suite in August 2022.
Be polite enough to respond to your users. They took their time to share their opinions and feedback with you . Dialogue with your satisfied customers , thanking them for sharing their feedback, allows you to create a bond with them. By understanding how your customers interact with your app, you can identify strengths and weaknesses and make the best possible decisions.
You develop a community around the customer experience , and provide relevant content for your potential customers . This same content contributes to nurturing , with a view to convincing them or supporting them in their purchasing decision, for example.
4.The benefits for your application:
I. Adaptation to the needs of your users:
The feedback allows us to understand their specific expectations. By taking this into account, you can then evolve your application. This will also be an excellent loyalty lever!
II. Improving the application thanks to your feedback:
Users can detect technical issues or bugs. By resolving reported issues, you improve the stability and reliability of your application. This information will help you adjust and refine existing features, which helps provide a smoother and more satisfying user experience.
III. Retaining your users :
Actively listening to your customers’ opinions demonstrates your commitment to satisfying your users. This sends a clear message that you are taking their opinions, suggestions and concerns into account. By proactively responding to feedback, you strengthen customer loyalty. Satisfied users become ambassadors for your app and contribute to your growth.
User feedback is an invaluable resource for developing and improving your application. Including them in your monitoring and your reflections allows you to enter into a logic of continuous improvement.
