Analyzing User Feedback for The Success of Your Application

By Sara Mehdi on 21st October, 2021
User feedback can tumble down either side of the coin when it comes to marketing your application. It can either be a source of pride for you or prove to be a matter of frustration. There’s no in between.
In the current market when there are plenty of options to choose from, user feedback holds a very important role in the usability and betterment of your application. What’s even more important is the way you interpret that feedback and make changes to make the user experience better.
This is the very reason that companies like Google and Facebook have departments dedicated to analyzing customer feedback. The reports that are derived from the analysis findings play a clinical role in the expansion strategies used by those companies. We may not have similar kinds of resources available to us. However, we can definitely use similar ideas to make the right decisions for our mobile application.
When it comes to analyzing customer feedback, in the most basic of terms, what matters is the kind of attitude you have towards the feedback you get. The easiest way to have the right attitude regarding customer feedback is to treat the entire project as a collaborative effort between you and your users. The more you are able to do that, the better it will become to have a good relationship with your users.
So, what exactly should your approach be to analyzing the feedback you have received for your application?
Analyzing customer/user feedback should not be treated any different to any other stage of the project and should have a structured approach. Your strategy should help you filter out the noise and allow you to hear and listen to what exactly the user wants. Your plan should have three basic steps.
The First Step: You should be to make yourself aware of all the feedback that your app has received.
The Second Step: You should be using all the feedback being gathered to build a knowledge base of all the ways users are interacting with your end product.
The Third Step: Know how this feedback is being used and interpreted to make the experience better for the end user.
Looking at Reviews
The first step to analyzing customer feedback is to track and keep record of all the feedback that is being received. This means being aware and regularly checking all the platforms that your users are possibly going to leave feedback about your application. Some of these platforms may be more prominent than others.
For a newly launched application, the most critical platform will always be the app store the app is being hosted on. It’s of the utmost importance because this is where negative reviews probably have the most impact.
These reviews will have a direct effect on the download rates of your application, the way your app is perceived, and the overall app store rating of your application. However, that should not be the only focus and you should also be looking at social media and any other platforms that a user may ask for a recommendation on.
But no matter the platform, your initial response to any kind of feedback should always be the same. Responding to negative feedback in a positive manner can help you diffuse any kind of damage to the reputation of your brand and application and can help build your reputation as a company who listens to its users and is concerned about their experience with your product.
What about positive feedback? Is merely saying “Thank you” enough? We believe NOT. Responding to positive feedback is equally important and it can help build stronger relationships with your users, especially the ones who are the early adopters of your application.
Comprehensively Analyzing Funnels and Looking at Weak Spots
Once your application is launched and it starts to get feedback from its initial batch of users, this information can be used to make informative decisions about marketing and conversion.
There are several ways to go about analyzing user data and making use of the information available to you. However, all of these approaches at the base have the same formula and that is to look at each step of the funnel in isolation and analyze user behavior at every step of the way.
Each action should have a use-case of its own and the user behavior should be analyzed for all the steps taken to complete that action. Now this may become clearer, if we had an example to look at.
Example: Now let’s say, you have built an application that allows users to find suitable study partners in their local community. However, this app requires them to sign up and create an account first. The action of signing up into the application will be treated as a use-case on its own and all the steps taken to complete that action will be looked at while analyzing user behaviors.
Similarly, within the same application, if a user is required to fill in their education details to search for study partners for a particular field or subject matter, this activity will be treated as a use-case of its own.
The customer journeys throughout the application and data samples will need to be created from the collected data. This will allow you to look at all the possible weak spots within the different customer journeys and help identify the possible funnels that the users might have a problem with.
Once you are able to identify the weak spots, it will be easier for you to improve them. Another way to identify these weak spots is to have different heat map plugins installed into your application which will allow you to identify where a user spends the most amount of time and what are the areas they are having a problem with.
Looking at Conversion Rates
While analyzing user interactions with your application may be important, what matters the most is how many users get converted into long term customers. All your efforts in marketing, getting users to sign up for early access, giving them a free run will be of no use if you are able to convert those users into paying clients.
So, at this stage, you will have to monitor each user's journey and their interactions with your application. But how do you make sure that you achieve a good conversion rate?
Imagine yourself as a user of the application. Put yourself in their shoes and see if the app is really easy to use. Is the sign-up process easy to go through? Is the pricing fair? Is your application catering to the pain points that were marketed to the users in the first place?
Getting these basic things right is only the first step of the way. Once you have gone through all use-cases, it will be easier for you to identify the reasons behind the lack of conversion. Whether the gap is the Ui/UX or are the features lacking in some sort of way.
Bonus Tip: Make sure your customer journeys are all aligned together. The more consistent they are, the higher the retention of users will be.
Using Customer Feedback to Build Relationships
We are aware that brands are no longer treated as just entities that provide you services. People today, especially millennials seek a personal experience from everything they interact with.
Analyzing user feedback and responding positively is of very high importance in the current market. User feedback should be looked at as an opportunity to build relationships with your users and be treated as an opportunity to include them in the development process of your application.
What you’re looking to achieve with this action is to allow your users to have a personal stake in your brand which will directly impact their loyalty towards your brand and your products. Building relationships through interaction with your users can help make them feel involved and will allow you to be different from the rest of your competition.
Wish to talk to a consultant regarding your mobile app’s complete development – from start to finish? Visit Alfabolt today!