The success of any mobile app is directly related to how well the app is perceived by its users. Many Mobile App Developers and Appreneurs think that as their app is great they will obviously get downloads once they release the app on the app store. Well, developing an app and launching it in the app store is just the half battle. The real app worth is known after the apps get downloaded and are used by the users i.e. customer’s experiences while using the app. Your customers are what will give you the real feedback about your app in form of app ratings and reviews. This is where app developers are advised to conduct the alpha/beta testing and release their app to a limited audience instead of releasing it to a wider audience base. As your app is sort of nose-diving straight in an app ocean, its chances of surviving are less unless it provides any special or standout feature to the users. According to reports, there are 90% of apps which are downloaded but aren’t used past a month.
So what would really compel your users to download and use your app and that too continuously? Well, Customer Experience is perhaps the most critical aspect. Your app should be such that your users love using it and it becomes an indispensable part of their day to day life. Let us see some effective way of measuring your customer experience:
App Analytics Tools:
In order to get a clear understanding of your app’s traction among the users, it is important that are you well-versed with the analytics tools. You might have been using the integrated analytics provided by app stores and developer consoles but there are many other analytics tools available which you can use to acquire a detailed understanding of the app usage by your customers.
This kind of metrics can provide an exhaustive analysis of not only of your users but also the time they spent using your app, their location, demography, etc. So, when you use analytics tools to evaluate your app metrics it should generally be able to track: Number of downloads, Retention rate, Average active users, App usage, Lifetime value of the user, Session length, Average revenue per user, User experience and traction.
App Ratings and Review Analysis:
Well, app rating and reviews can present you with most viable metrics for measuring customer experience. The ratings and reviews by the customers give the developers a chance to understand their customers more closely.
If you are getting positive reviews then know your app is being perceived well by the users and if you get negative reviews then try to resolve the issues at the earliest. Communicate with your customers when such type of situation occurs as this would create a positive impression in their mind making them believe that you care for them as well as your application.
In-App Feedback:
In-app feedback helps you a forge a more concrete relationship with your customers. In-app feedback involves interacting with your app users at a more personal level. It might happen that some customers are not okay with sharing their reviews or feedbacks publicly. Well, here you can use your app to interact with your app users and get them to trust you when it comes to customer experience.
Sessions Tracking:
Session Tracking will help you discover many issues or glitches related to your app – be it your app’s flawed functionality or UI. If you notice shorter user sessions then you should focus more on increasing user engagement with your app. Your session tracking should generally include metrics such as: Average session length, the Bounce rate of various pages, Frequency of sessions and Activity per sessions.
Customer Demographics:
Customer demographic data includes a single user’s age, location, gender, etc. Demographic data can help you track different user groups and their in-app behaviors which in turn help you comprehend their engagement and experience. Using customer demographics you can employ a more characterized marketing of your application.
Kinjal Patel
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