September 12, 2023
Have you ever found yourself on hold by a customer support representative when you needed to access a service urgently? We’ve all been there. Here’s the thing: if a user struggles to navigate your mobile app or asks for support and their case is ignored, they may uninstall the application after leaving a bad review.
So, how exactly do you show your mobile app users you value them? This article highlights the importance of customer satisfaction, best practices for mitigating the customer service challenges you may be facing, and effective ways to boost CSAT through mobile apps. Let’s get started!
It goes without saying that poor customer experience translates to dissatisfaction and fuels buyers' decisions to avoid the same situation again. Hence, improving customer satisfaction will foster lots of benefits and increase your market share.
Many hidden possibilities exist for startups and other enterprises with happy clients. Only satisfied customers will give positive feedback and refer their friends, family, and colleagues to your brand. That said, here are other benefits of customer satisfaction:
Ensuring your customers are satisfied is easier said than done. Many businesses fail to offer great customer experience for various reasons, and here is a breakdown of the main customer satisfaction challenges businesses to face in 2023:
For instance, many customers prefer email communications, while some prefer face-to-face and other social media platforms. If you’re keen to increase customer satisfaction, then you should conduct proper trials and add relevant omnichannel support tools to achieve your goals. Find out what works for your audience, research where they are most active, and leverage the information to ensure quick responses to users' needs and concerns.
You can rest assured that Meta’s customer satisfaction meter hit a negative that period. The same goes for you. When you realize that your product or service is a livewire for your customers, it will impress a responsibility on you to do better. Service interruptions, especially during an upgrade or bug fix in your system, are leading causes of customer frustration and dissatisfaction. Addressing them in the best possible manner will save your brand’s face in such hurtful situations.
To avoid these losses, you need to build a team of skilled, empathetic professionals who value customer feedback and needs. You can start by finding the right individuals, providing comprehensive training, and infusing a customer-centric mindset into your company culture.
More so, customers get bombarded with inappropriate pop-ups and irrelevant ads on their mobile apps and social media feeds. This misplaced marketing effort can ruin the digital customer experience and your brand's perception.
The question is, how do you strike a balance between proactive outreach and not overwhelming customers with too many messages? To do this, only share relevant updates and ensure personalization is key in your interactions. Also, give your users the power to determine what communication medium suits them the most.
Certain methods measure different aspects of customer satisfaction effectively, starting from the onboarding process down to the advocacy phase. Some of these in-app surveys include:
These are surveys that customers complete during the app onboarding process to enable the platform to offer them personalized service.
The NPS surveys are completed by customers after a purchase. It is carried out to predict whether they will repurchase from a platform or refer others.
These customer satisfaction metrics surveys indicate customers' satisfaction with a brand's products or services.
They measure how effortless or challenging interacting with your brand is. The survey can include questions like how much time they spent making a purchase or how easy it was to have an issue fixed.
The PMF survey asks one question: How would you feel if you could no longer use our product or tool?
A churn survey or customer loss, cancellation, or exit survey finds out why customers stopped using your product. This is usually done when the customer cancels their subscription before deleting their account.
Measuring customer satisfaction is easy with proper planning and implementation. Here's a detailed overview of how to measure CSAT accurately:
The mistake most brands make when measuring customer satisfaction is to jump to the survey stage without clearly outlining their goals. A well-defined objective is like a compass that directs every other step you take, including the survey type, question, and trigger. It also determines whether you will proceed with customer satisfaction metrics or other in-app surveys.
Design questions that gather feedback about the customer's satisfaction with your mobile app, service, or experience. Ask questions like:
Note: Always keep your survey questions specific and relevant to customer expectations.
Choose a scale the respondents can use to rate their satisfaction with a particular product or your brand entity. The common option used is the 1-5 measurement scale, which makes it easier to calculate customer satisfaction scores and quantify their sentiment level. Here is what each number represents:
Timing is essential for every customer satisfaction survey, so determining the best moment to send the CSAT survey is necessary. It could be after a customer support interaction, a purchase, or any significant touchpoint in the buyers' journey.
Distribute the customer satisfaction survey to your customers using email, in-app notifications, or other communication channels or tools. Always ensure ease of response to encourage participation.
You can calculate your brand score in a customer satisfaction survey using the 1-5 rating in simple steps.
Look for trends and patterns from the results you collected. Identify areas that need change or improvement based on lower scores and highlight strengths from higher scores. Also, ensure you use a data-driven approach to make adjustments on areas customers are unsatisfied with.
Many factors affect customer satisfaction, including complex onboarding processes, bad UI design, slow load speed, and frequent downtime. Here are eight proven ways to improve CSAT on your mobile app.
Self-service options have become one of the most prevalent support tools for millennials and Gen Zs. According to Zendesk, 67% of users prefer self-service options within in-app, like FAQs and chatbots, to talking to a customer service representative. Explore more self-service options, as they can increase customer satisfaction and reduce support costs.
Regular updates enhance the user experience, increasing convenience and higher user retention rates. One way to improve customer satisfaction is to ensure your updates include new features or functions that provide a smoother and more seamless user experience. Additionally, you need to be on the lookout for bugs and fix them early.
Mobile apps with offline capabilities tend to positively influence user behavior as they can use your service with or without the internet. Additionally, offline access eliminates the possibility of having low load speed while reducing the risk of data breaches.
Reteno is a full-service solution designed to increase user engagement, customer loyalty, and overall customer satisfaction. With Reteno, you can access eight effective communication tools, including timely in-app and mobile push notifications, personalization, omnichannel support, and relevant surveys.
Reteno ensures a seamless onboarding and overall app experience for new and existing customers. Depending on your business needs, you can choose one or all eight offerings to give your users the best experience while minimizing cost and banking a high ROI. You can get started now and position your brand for a competitive advantage.
At the end of the day, it’s your responsibility to boost your customer satisfaction score and grow your business. Whether you’re a small business or an enterprise brand, the rules apply to all—offer your mobile app users the best experience, and they will most likely become loyal customers with long-term value.
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