As a product owner managing an app, you know the immense value of understanding your users’ needs and wants, as well as their journey within your app. A 2023 study found that a vast majority of customers (83%) feel more loyal to brands that listen to, acknowledge, and act on their feedback.
However, delivering an exceptional user experience isn't always straightforward. Bugs and issues are inevitable, feature updates are necessary, and obtaining valuable, real-time insights and in-app feedback from users can be challenging, time-consuming, and expensive.
A PwC study reveals that even if customers love a company or product, 59% will walk away after several bad experiences, and 17% will leave after just one. Therefore, finding a way to gather meaningful feedback without causing feedback fatigue is crucial. Alarmingly, 19% of users in The Customer Feedback Paradox, a 2023 Pulse Labs IQ Qualitative Research Study, said they would switch to a different app or website if they encountered usability issues.
Feedback fatigue often results not just from too-frequent questions and endless review requests, but from asking the wrong questions from the outset—questions that don’t address the user's actual concerns. Users are more willing to provide in-app feedback when they know their input will lead to real improvements in their experience without requiring multiple follow-ups.
A recent Qualtrics study which found that 61% of customer purchase decisions are driven by product/service quality, and 47% by customer service, highlights the critical importance of listening to, understanding, and addressing your users’ needs.
Striking a balance between collecting and acting on user feedback is essential—not only for product development, UI enhancement, and cost reduction but, most importantly, for delivering the best possible experience to your users.
That's where Pulse FlightRecorder comes in, empowering your teams to make better, faster, more informed decisions. Learn more about how you can better understand your mobile app users by capturing real-time insights today.
