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Why Are Mobile in-App Surveys Important?

Why Is User Experience Feedback Important?

Due to their portability and advances in mobile technology, mobile devices have become the first choice of internet usage for people, especially millennials and generation Z.

Today, over 52% of internet traffic corresponds to mobile devices. What's more, approximately 90% of the time on mobile is spent on apps. This growing trend makes it critical for businesses to build a feedback-based mobile app optimization strategy in place.

In-app surveys make it possible to create a continuous feedback loop for your business. Mobile app surveys work exactly like website surveys. You can embed them on the desired pages in the app to gather user feedback and information.

Mobile app surveys can serve a variety of purposes, such as collecting product feedback, generating new leads, asking for CSAT ratings, accumulating NPS scores, finding appeal for new features, and more.

Mobile App Survey Questions for Different Use Case Scenarios

Let’s see some of the use cases for implementing different types of mobile in-app surveys.

Quick Tip: You can break each row of the matrix questions into individual questions for better legibility as per requirements.

Website or App Experience Surveys
1. Product Feedback Survey Template

Product feedback surveys pose questions regarding the usability, ease-of-use, and overall experience with your product. They let you collect insights about your products so you can make the necessary adjustments to improve them.

Pro Tip: The best practice to use in-app product feedback surveys is to target verified customers based on their recent purchases using appropriate targeting options.

1a. Collecting Product Feedback After a Recent Order
Collecting Product Feedback After a Recent Order

a. Rate the product based on the following aspects:

rate-chart

(Quick Tip: You can break each row of the above matrix into individual questions for better legibility as per requirements.)

b. What was your initial impression of the product?

  • iconUnsatisfactory
  • iconPoor
  • iconFair
  • iconGood
  • iconExcellent

c. How long have you had the product?

  • iconLess than a week
  • iconA week to a month
  • iconA month to half a year
  • iconHalf a year to a year
  • iconOver a year

d. How often do you use the product?

  • iconDaily
  • iconWeekly
  • iconMonthly
  • iconRarely
  • iconNever

e. How well has the product served you?

  • iconExtremely poorly
  • iconPoorly
  • iconModerately
  • iconVery well
  • iconExtremely well

f. Have you had any problems with the product? Specify below.

  • iconfree-text

g. How likely are you to purchase a product from us again?

  • iconNot at all
  • iconSlightly
  • iconModerately
  • iconVery Extremely

h. How satisfied are you with the product?

  • iconVery dissatisfied
  • iconDissatisfied
  • iconNeutral
  • iconSatisfied
  • iconVery satisfied

i. Is there anything that can be improved? Comment briefly below.

  • iconFree-text
2. Post-Purchase Customer Satisfaction Survey Template

A verified customer is the one who has completed their customer journey from discovering your app to completing the purchase. So, it makes sense to target these customers to collect insights about their experience while purchasing the product and using it.

Pro Tip: It is best to add a simple in-app CSAT survey immediately after the order confirmation page to gather feedback about their purchasing experience and satisfaction level with your app.

2a. Collecting CSAT Score at the Checkout Page

a. Overall, how satisfied are you with our product and services?

  • iconVery Satisfied
  • iconSatisfied

Please tell us what are the aspects that you like the most?

  • iconFree-text
  • iconNeutral
  • iconDissatisfied
  • iconVery Dissatisfied

Please specify the reason?

  • iconFree-text

b. Please rate the following aspects of our products or services:

csat rate chart

c. How well did our products meet your expectations?

  • iconNot at all
  • iconSlightly
  • iconModerately
  • iconVery
  • iconExtremely

d. Please rate the following areas of our service as per your experience.

CSAT Service Feedback

e. Do you have any additional comments/suggestions for us:

  • iconFree-text
Getting Insights Around Feature Addition / Upgrade
3. Mobile App Template for Product Concept Surveys

Product concept surveys help to achieve different goals, such as;

  • Update mobile app UI
  • Conduct polls to test appeal for new features or updates
  • Test a new feature

You can add the trigger to display the surveys when a user interacts with the newly added feature. Another way is to set the trigger such that only a fixed percentage of visitors see the new feature.

Pro Tip: If you are trying to see which new feature the app users would want to see, it is beneficial to target repeat visitors with a simple in-app poll.

3A. Conducting Polls to Decide on a New Feature

a. What feature would you like to see in the app?

  • iconFeature 1
  • iconFeature 2
  • iconFeature 3

b. Which feature do you think will help to improve the app experience for you?

  • iconFree-text
deciding-poll
Deployment
3B. Testing New Feature Before or After Deployment

a. Please read this brief description of [the feature]: [A brief description of the feature]

  • iconExtremely excited
  • iconVery excited
  • iconModerately excited

Please explain why you are excited about [this feature]

  • iconFree-text
  • iconNot very excited
  • iconNot at all excited

Please explain why you aren't excited about [this feature]

  • iconFree-text

b. How does the app run after the update?

  • iconFree-text

c. Have you seen any app with a similar feature?

  • iconYes
  • iconNo
  • iconUnsure

d. Would the implementation of [this feature] increase the usability of the [App name]?

  • iconYes
  • iconNo
  • iconMaybe

e. How would you rate this new feature?

new-feature-rate

f. How likely are you to recommend [app name] to your friends and colleagues after the implementation of [feature name]?

  • iconExtremely unlikely
  • iconUnlikely
  • iconNeutral
  • iconLikely
  • iconExtremely likely

g. Please let us know how we can further improve this feature?

  • iconfree-text
4. NPS Surveys

NPS survey is used as a customer loyalty index. It measures the likelihood of your brand recommendation to other people by the customers. NPS is a standardized metric used worldwide, so there is a lot of benchmarking information available on the internet for various industries.

The ease of benchmarking makes NPS a valuable tool for comparing your score with your industry standards and seeing where you stand. So, it is highly recommended to use NPS surveys in your business.

Related Read: Best NPS Software

Pro Tip: Use a time-delayed in-app NPS survey. Since NPS measures long-term loyalty, so it is better to exclude first-time or new visitors. You can target repeating or logged-in customers.

4a. Collecting NPS Score

a. What is the likelihood that you would recommend [company or product or app] to a friend or colleague?

  • icon0-10 NPS scale

b. (For responses between 0-6) What is the reason for your answer?

  • iconFree-text

c. (For responses between 9-10) Please tell us what are the aspects that you like the most?

  • iconFree-text
collecting-nps-score
5. Mobile App Template for Customer Experience Surveys

Customer experience surveys collect insights about users’ interactions with your app. They aim to find out what visitors think about your products, app, or services.

Pro Tip: Use these surveys to target exit-intent, measure overall app experience, and collect CES scores to gauge their efforts in completing the desired actions within the app.

mobile-app-template
5A. Time-Delayed or Behavior-Based App Experience Survey

a. Please rate the following aspects of our app based on their importance to you.

behaviour-expereince

b. What is the most important value our app offers to you?

  • iconFree-text

c. What are the following features that you like the most about the app?

  • iconFeature 1
  • iconFeature 2
  • iconFeature 3
  • iconFeature 4

d. How often do you use this feature?

  • iconDaily
  • iconWeekly
  • iconMonthly
  • iconRarely

e. Which of the following features do you use least?

  • iconFeature 1
  • iconFeature 2
  • iconFeature 3
  • iconFeature 4

f. How well does the app meet your needs?

  • iconNot at all
  • iconSlightly
  • iconModerately
  • iconVery
  • iconExtremely

g. What goals are we helping you achieve?

  • iconFree-text

h. Overall, how satisfied are you with the app?

  • iconNot at all satisfied
  • iconslightly satisfied
  • iconmoderately satisfied
  • iconVery satisfied
  • iconExtremely satisfied

i. What is the likelihood that you would recommend [company or product or app] to a friend or colleague?

  • icon0-10 NPS scale

j. How can we improve our app further?

  • iconfree-text
5B. Gauging App Experience by Targeting Exit-Intent

a. What prompted you to use the mobile app today?

  • iconFree-text

b. Did you find what you were looking for?

  • iconYes

If yes, What were your goals for the visit today?

  • iconFree-text
  • iconNo

If No, What prevented you from doing what you came to do?

  • iconFree-text

c. What feature did you expect but not find?

  • iconFree-text

d. What are your main reasons for leaving?

  • iconLack of support
  • iconDoesn't fit my needs
  • iconMy needs are fulfilled
  • iconUsability issues
  • iconOther (Please specify)

e. Overall, how satisfied were you with the app?

  • iconVery dissatisfied
  • iconDissatisfied
  • iconNeutral
  • iconSatisfied
  • iconVery satisfied

f. What could we do to make this app more useful?

  • iconfree-text
gauging-app-experience
optimizing-customer-experience
5C. Optimizing Customer Efforts With CES or UES Survey

a. How could we make [this app] easier to use?

  • iconFree-text

b. What problems did you encounter while using our app?

  • iconFree-text

c. How would you rate the level of difficulty when using this app?

  • 1 (no difficulty)
  • 2
  • 3
  • 4
  • 5(very difficult)

d. What was the most difficult thing about this app?

  • iconFree-text

e. What do you like least about this [app]?

  • iconFree-text

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