In-App Feedback: How to Get It and What to Do With It
Blog post from Stream
In-app feedback is a crucial method for gathering user insights directly within applications, allowing developers to enhance user experience by eliminating extra steps users might take to provide feedback. This approach is vital in addressing issues like retention rates, which can plummet if apps fail to meet user expectations. Various feedback mechanisms, such as in-app popups, app-rating surveys, NPS surveys, feature-specific surveys, satisfaction surveys, and post-purchase surveys, offer different insights depending on the goals, such as testing new features or improving the checkout process. Collecting in-app feedback helps improve app performance, provides near real-time insights, prevents negative user experiences, and boosts customer engagement and loyalty. Implementing feedback requires careful integration at different stages of the user journey, from onboarding to retention and advocacy, using specialized tools to gather and analyze data. Best practices include using direct prompts, minimizing disruptions to user experience, triangulating feedback from multiple sources, prioritizing feedback from valuable users, and leveraging mobile app event tracking tools. Several tools like Appcues, UserVoice, Userpilot, Pendo, and Hotjar offer tailored solutions for capturing and analyzing in-app feedback, catering to different aspects such as personalized user onboarding, product research, and website heatmaps.