The chances are that you’ve invested hundreds or even thousands of hours into the development and launch of your app. From the initial concept right through to design, build, testing and promotion, there’ll be blood, sweat, and tears along the way. But if you don’t get the next step right, a lot of that effort and time could be in vain. Customer feedback. 

Now more than ever, customer reviews are not just common; they are expected. This shift in consumer behaviour offers a golden opportunity for brands like yours to gain valuable insights into customer preferences, enhance app functionality, and tailor experiences that resonate with users. But if you want to leverage feedback effectively, two critical steps must be undertaken. Firstly, you must spend time internalising the feedback and identifying actionable improvements to enhance the app. And secondly, and most perhaps importantly, is engaging with feedback to ensure your customer's voices are heard. Here are some tips. 

Why responding to feedback matters

Engaging with customer feedback is not just a courtesy: it's a strategic decision to help you improve sales and boost your app’s chances of success. Unaddressed feedback can tarnish your brand's reputation, diminish app usage, and deter potential downloads. A good response strategy, on the other hand, can boost user trust, showcase your commitment to excellence, and foster a loyal user base.

Selective engagement

With potentially hundreds of reviews, responding to each comment may be unfeasible. Prioritise responses based on the nature of the feedback. Express gratitude for positive comments with a simple 'Thank you', while more detailed issues warrant comprehensive responses that reflect your commitment to resolution. Some companies exclusively respond to negative feedback which can save time - but it’s good to praise positive comments, too. 

Be direct

Whenever possible, direct users to a contact within your team for personalised support. This approach addresses their immediate concerns and mitigates the public airing of potentially solvable issues. Ask them to send an email or give your team a call for a personal response. 

Be positive

Online platforms often become outlets for frustration. Maintaining a positive and professional tone is crucial, even when facing criticism. Acknowledge issues with a focus on solutions and ongoing improvements and have confidence in your brand. You’re its ambassador! 

Be transparent

Honesty builds trust. Be upfront about any delays or challenges in addressing feedback, and setting realistic expectations for your users.

Personalise responses

Avoid generic replies. Tailor each response to show genuine engagement with the user's experience. This personal touch can transform a neutral or negative perception into a positive interaction.

Say thank you

Every piece of feedback, whether positive or negative, is a gift. It provides invaluable insights into your app's user experience and highlights areas for improvement. Acknowledge this contribution with genuine thanks.

Wrapping up

By embracing these strategies, app developers can turn the feedback loop into a powerful tool for growth and improvement. Responding to user feedback is not just about addressing individual concerns but about building a community of engaged and satisfied users who feel valued and heard. Check back to the Monedata blog soon for more guidelines and advice.