The mobile app development process can be a demanding task, as it requires a lot of thought and understanding of what the customer needs. So what better way to explore what the customer needs than to ask them directly? Mobile feedback surveys make that all too simple. So get started and try using these mobile app survey questions.
Updated: September 2023
In this article, you’ll learn more about the benefits of mobile app surveys, measuring in-app performance and which mobile app survey questions to use below.
What are mobile app surveys?
Mobile app surveys are online surveys that useful for understanding how customers experience your mobile app as a whole as well as its individual features. In fact, there are three different ways to collect mobile app feedback: webviews, SDKs and APIs.
Benefits of mobile app surveys
Mobile app surveys serve up a number of great benefits for organisations, including:
1. Enables a smooth overall mobile experience
Mobile app surveys enable organisations to identify pain points and bugs in-app before they become a bother. This also aids in increasing mobile app adoption.
2. Great for mobile app development
In-app surveys provide a good source of direction in the early stages of app development. By monitoring in-app experience from the start, you’ll be more likely to create an app that users love and are comfortable using.
3. Helps guide your product roadmap and new feature launches
Keeping in tune with your app users by regularly surveying them in-app will give you the insights you need to create and adjust your product roadmap accordingly. Mobile app surveys can also help the organisation better understand what is desired / needed by its app users and can therefore help point them in the right direction in terms of new feature launches.
4. Supports onboarding process within your app
Additionally, surveying your app users during the onboarding process is advantageous to your app adoption rates. If users are able to share which areas they struggled with when starting up with the app, you can quickly improve the process for the next user.
5. Insight into app users (demographics, etc).
What’s also interesting is the data obtained from your app users themselves. Data such as Android vs iOS, user demographics, or browser type can be useful to determining your personas and catering to them effectively.
Measuring in-app performance
There are a lot of factors to consider when creating a mobile app, such as design, speed & responsiveness and quality of content. These are especially important when transitioning from a website to a mobile app as there are lots of opportunities for bugs and technical errors to sprout up once your app is live.
Often your customers will be the first to experience these issues so by placing feedback surveys throughout your mobile app, you’ll be able to capture valuable insights into the usability of the app and quickly resolve any issues that arise.
Free White Paper: Optimising the Mobile Experience with In-App Feedback
A guide to in-app feedback for mobile product owners
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Mobile App Survey Questions
There are a wide range of questions you can ask in your mobile app surveys depending on your survey goals
1. Mobile Survey Template for Customer Satisfaction (CSAT)
Mobile Customer Satisfaction is a popular metric among businesses for measuring brand loyalty in-app. Collecting this feedback helps you measure how your brand (or services) meet the expectations of your customers. It’s also quite versatile in that you can use it to understand how customers value different aspects of your business. To gather CSAT, you can use a variety of different scales including Likert Scales, Stars and Smileys. Many times this metric is accompanied by a follow up question such as ‘Explain your answer’, or alternatively with a category so that the feedback can be sorted more effectively on the backend.
Mobile CSAT surveys are ideal for collecting insights into overall satisfaction of your customers with your mobile app.
2. Mobile Survey Template for Net Promoter Score (NPS)
Net Promoter Score is another well-known loyalty metric applied by many businesses. It serves as a great benchmark for indicating the success of your customers. It does so by measuring how likely your customers are to recommend your business to others. Using a scale of 0-10, NPS indicates who your detractors (score of 0-6), passives (score of 7-8) and promoters (score of 9-10) are.
Similar to the Mobile CSAT survey, these are most useful when followed up with a question about why the user provided the score they did.
3. Mobile Survey Template for Goal Completion Rate (GCR)
Mobile Goal Completion Rate (or GCR) is a feedback metric that measures the number of visitors who have completed, partially completed or failed to complete a specific goal within the mobile app.
In fact, it is a great metric for those trying to improve sales funnels or important processes (e.g. onboarding) because it quickly shows where customers or visitors are and are not successful in achieving their goals in the app.
4. Mobile Survey Template for Customer Effort Score (CES)
A mobile Customer Effort Score (CES) survey is ideal for measuring customer success in-app. CES measures how much effort it took your customer to achieve his/her goal. This is important to know because high effort typically results in lower customer loyalty. For example, your poor mobile CX or usability can push your customer to expend more effort achieving their goal than expected, they’re much more likely to leave your mobile app.
5. Mobile Survey Template for Star Ratings
Mobile star rating surveys are great for capturing responses quickly from customers all across your website or mobile app and gauging their loyalty to your product or service. In fact, because they are so quick and easy to fill in, response rates are much higher with these surveys.
Looking for more inspiration for your mobile surveys? Be sure to check out our post on how to write good survey questions.
Improve your mobile experience with Mopinion’s mobile app survey
As you can see, mobile surveys are a great effective way of measuring the mobile experience. However, if you want to gather insights quickly and effectively, it’s important to have the right solution in place.
Mopinion is a feedback software that specialises in website, email and mobile feedback. With Mopinion for Apps, users can capture feedback from your app users via our SDKs, API or webview. It also includes a visual feedback feature that enables visitors to submit in-app screenshots alongside their feedback and metadata (i.e. user info, app version and more). All feedback captured via both web and mobile can then be visualised in your (customisable) dashboard in real-time. Additionally, organisations can see how users interact with these feedback forms thanks to a new feature known as mobile form metrics. Metrics include number of forms shown, number of sessions, number of feedback form ‘completes’ and more. Mopinion is easily integrated with iOS, Android and Windows.
Ready to see Mopinion in action?
Want to learn more about Mopinion’s all-in-1 user feedback platform? Don’t be shy and take our software for a spin! Do you prefer it a bit more personal? Just book a demo. One of our feedback pro’s will guide you through the software and answer any questions you may have.
