Feedback on Mobile Devices

March 29, 2018

It’s hard to find a person in 2018 who doesn’t own a smartphone, and by extension, a bevy of apps that provide various quality-of-life features. While many can be skeptical of the idea, most businesses have released their own apps to corner a rapidly-growing market that hasn’t been taken advantage of yet.

This can also include a method for gathering feedback. Apps built with feedback-gathering methods are usually more convenient for the user than a written survey or a website survey, but that depends on how easy the app’s feedback system is to use and its reliability under a myriad of conditions: WiFi or mobile data, different hardware and OSes can affect the performance of your app severely if not accounted for. So what are the main stumbling blocks of a feedback mechanism in-app?

The first issue your users might face is that the app’s feedback mechanism just doesn’t work properly. It might freeze on opening or completion, the app may not send feedback on certain wireless data standards such as 4G, the app’s display may not fit the screen and many other issues caused by poor testing and quality control. Test your feedback apps under a variety of conditions and devices, so that incidents like these are extremely rare. Users will always stop using a service, or the entire app, when it doesn’t work and they’re unlikely to come back.

There’s also the problem of getting users to post feedback. Some app users may not be aware of the feedback feature, or ignore it because the company hasn’t indicated that it’s interested in feedback. Sending push notes a an opportune time, like after an in-app purchase or a long browsing session, can pique the interest of users and show them that you’re interested in their feedback.

If you’ve nailed that, you can consider how your feedback is designed for the end user. Mobile users prefer brevity and convenience over typing an essay with fidgety phone keyboards, so bear that in mind when you’re planning how the end user will enter their feedback. You’ll want a nice balance between useful information and the rapidity of completing the feedback.

Every feedback process needs this vital step, but especially on mobile devices: respond to and acknowledge feedback sent your way. Draw attention to the times your company has implemented feedback on push notes, newsletters and other avenues of communication, so that your users know they’re being listened to and their feedback is helping the company improve their products.

Mobile devices are offering companies the best opportunity to improve their products and draw in customers, but that depends on how well you designed it. At Soft Intelligence, we’re passionate about gathering feedback and ‘soft intelligence’ from your clients and customers, transforming it into straightforward and accurate data that turns the hassle of feedback processing into a breeze. Take a look at our feedback apps and see if your company would benefit from them.

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