Every brand cares about customer feedback and with the staggeringly fast growth of digital services, customer feedback has become more crucial than ever. You do not only collect it for your own business analysis, you also use it for discoverability and public credibility.
Historically, surveys were conducted over the phone, but in recent years, email became the popular way for sending a survey request, assuming that people will be able to fill it out at their leisure.
In some cases, though, an in-app survey is the ultimate place to display your brand’s feedback request. Here’s why:
Because it’s a real-time app experience
Many publishers gather feedback about the app overall or specific experiences by emailing their users. However, if a user has just finished an action within the app, that is the ideal moment to ask her about it, right there in the app. Not 5 minutes or a day later. While you don’t want to be pushy, she has just completed her action, so it’s the perfect time to ask, so go ahead and ask!
Because of user loyalty
Mobile app owners often say that keeping users is their main goal and building user loyalty is what they strive for. It’s important to ask users about their satisfaction with your app, what features or services they want, and how likely they are to recommend it to others. The best time to do this is while they are using the app. This approach helps deepen their connection to the app, making them feel that your brand not only provides services but also engages with them personally.
Your clients were interacting with your brick and mortar brand? Continue the interaction in your app
Because that’s where your customers are
Increasingly, research shows that mobile is the go-to place for all sort of activities: entertainment, shopping, bill payment, and more. So if customers are voting with their fingers and choosing to spend time with your brand inside your app, you better “be there too”, waiting for them. With relevant questions and relevant answers. A survey is just the beginning of a conversation you can have with your app users, you can then give them immediate feedback based on what they said – ask more questions, ask open questions, show them a video, send them a related coupon, etc. Keep them happy.
Reward your customers with relevant feedback and not just a generic “thank you” note.
Because it’s fun!
Collecting feedback is a serious thing but it doesn’t necessarily have to be done in the most serious way. If you want to check on users’ preferences, you can display it in a fun way, like asking a playful yes/no question that drives users to the next place in your app, based on their answer.
Quick quiz is a fun way to drive users to further explore your app and convert
People don’t like long surveys, and open questions can prove to be tricky on mobile keyboard (though what we’ve seen with customers is that if users care, lots of them will take the time! ). The simplest survey is truly a nice way to display temporary and timely offer in your app to segmented audience and win their loyalty.