We, app makers, want all the measurements to master our devices. We want the figures to ascend out there in the form of loyalty, longevity, transfer, stickiness, net promoter ranking or any other fascinating new measure. But one and only–user happiness–is the most important metric that essentially decides all these other metrics.
If you’re pleased with your service, you’re going to engage more, sell further, and invest more. We market the device by word of mouth, which still reigns as the one aspect that most users trust. Not only that, pleased users are more likely to overlook the minor problems that arise in the device, and are even more cooperative with you. Good consumers are those who are committed customers and supporters of the company. And I reported that loyal customers are spending more than new customers up to 67 percent. Good customers make you happier by validating all your diligent work and making the endeavor worth all of your late nights and millions of lines of code.
If you’re not already teaming up to go out and keep the users happy today, then take a quick minute to read the article above again.
How to measure the happiness of the user
Happiness is a rather mysterious variable to calculate, despite being the most important determinant. How do you calculate the satisfaction of the user?
There are a couple of ways.
First of all, all engagement metrics like retention rate, churn rate, total lifespan value and average session intervals are a fair indicator of how users feel about your app. Nonetheless, you need something more to produce a more established, tangible outcome.
Net Promoter Score or NPS is the often-used indicator that tests customer satisfaction and loyalty. It included asking the user to complete a survey showing their level of satisfaction. All other means of evaluating consumer satisfaction often rely mainly on surveys and methods of input.
So you’re doing this–you’re telling the customers how pleased they’re with you. The most straightforward and efficient methods for assessing customer satisfaction are scores, polls and other creative ways to get input. But doing good feedback is an art that you have to master skillfully. It could do more harm than help to ask the wrong people the wrong questions at the wrong times.
Best practices in reviews
Now it’s a well-established fact that people aren’t crazy about conducting surveys. Surveys are a lot of hard work from the viewpoint of a customer. It’s a challenge to determine whether they’re a little happier or fairly satisfied. There’s more ambiguity because their rating isn’t quite 4/5 but they don’t want to go as far as 3/5, either. All these tests are a lot of cognitive loads that you can’t expect people to embrace happily.
To give you the input you really need, you need to make it easy, enjoyable and hopefully satisfying for them. So here are some good practice suggestions you need to follow:
Keep Surveys Short
In a one-question sample, can you pack a punch? If you can, it’s a score. One wants to ask too many questions.
But it can’t just be the one issue–how pleased are you with this app? It must be more accurate. Anything targeted at a specific function or service, such as “Are you pleased with the new sharing option?
For specifics on various apps, you can aim to have a specific question when you end a session. Accumulating small pieces of feedback wins over expecting a two-page survey to be completed by the user.
Bite Everything You Should Chew
When you are genuinely interested in acting on them, do ask questions. Don’t ask a consumer if they want an advanced search feature in the in-app if you’re not willing to build it in the future.
Keep in the context
Right issues for the right people at the right time–that’s the perfect interaction triangle. Isolate the receivers of your goal. If you’re aiming at different markets, configure the queries. If both doctors and nurses are using your device, don’t question nurses about the latest photo journal you’ve just launched for neurosurgery.
If you really need some input (maybe because it’s very long’ ish) that users are hesitant to react to, you may nudge them by offering incentives like a month free of premium, or additional game points. For their effort, you might call it motivation, or legitimate benefit, but a few little freebies can really make customers feel better about providing feedback.
How to increase the satisfaction of the customer
So now that you’ve calculated the users ‘ happiness level, you want their joy to be improved. If you want to make and keep the users happy, here are some basic principles to follow:
Get the job done
First things first–for a reason, users downloaded your app. Help them deal with that explanation as quickly as possible. Bring them easily onboard to do what they’ve come up with. They’ve been coming for music? Skip the e-paperwork and quickly get the music started. Are they going to order food? Oh boy, they’re thirsty, and if the app takes their energy, they’ll shoot you down. In brief, rapidly get to the point and complete the primary task for which they downloaded your software for first. All other things such as authentication, account development and learning new apps can be done later.
Be always around to hear
Make yourself at all times easily accessible to users. Whatever it means, be there when consumers need you, online talk, phone support, social media. If they have trouble finding what you need and you can’t help, you’re offering them a bad experience they might not forgive.
Please address consumer questions. Across areas such as social media, public forums, and app store feedback, how well you communicate with one person can build your reputation with any other user who uses it. Answer questions, solve problems and promptly provide solutions to make users really happy.
Maintain the app in top condition
This one goes without saying simply – keep the software running smoothly. Make sure it’s up to speed, fast loading up, no glitches and crashes and absolutely no data leaks. If all the ends are guarded and the work is done, your customers should remain happy, easy.
Good consumers are doing good business. So make sure that user happiness remains your core priority, above all the dozens of KPIs you manage, because that’s what ultimately brings in the money and the accolades. Use the above principles to efficiently evaluate and maximize the satisfaction of your customers and keep the business running in the fierce competition.
Thank you so much for reading!
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