We app makers want our apps to ace all metrics. We want the numbers to climb, be it in the name of engagement, retention, conversion, stickiness, or any other fascinating new metric out there. But the most important metric that essentially decides all these other metrics is the one and only – user happiness.
If your users are happy with your app, they will engage more, convert more and spend more. They will promote your app via word of mouth, which still reigns as the one thing consumers trust most. Not only that, happy users are more likely to forgive any occasional issues that arise in the app, and are more patient with you in general. They are the ones who become loyal customers and brand advocates. Happy users make you happier by validating all your hard work and make your late nights and million lines of code entirely worth the effort.
So now that you’ve measured the happiness level of your users, you want to increase their happiness. Here are a few basic principles to follow, if you wish to make and keep your users happy:
First things first – users downloaded your app for a reason. Help them address that reason as quickly as you can. Get them onboarded quickly and accomplish what they came for. They came for music? Skip the e-paperwork and get the music started right away. They came to order food? Oh boy, they are hungry, and will shoot you down if the app wastes their time. In short, get to the point quickly, and first finish the primary task they downloaded your app for. All the other chores like logging in, creating account and learning the new features can be done later.
Make yourself easily accessible to the users at all times. Live chat, phone support, social media, whatever it takes, be there when the users need you. If they are having trouble finding what you need and you aren’t available to assist, you are giving them a bad experience they may not forgive.
Always respond to user queries. In places like social media, public forums and app store reviews, how well you interact with one user will establish your image with every other user who sees it. Answer questions, resolve problems and offer solutions promptly to really make users happy.
This one easily goes without saying – keep your app working flawlessly. Make sure it is up to speed, loads up quick, no bugs and crashes and definitely no data leaks. If you secure all ends and get the work done, your users will stay happy, simple.
Happy users make happy businesses. So make sure that above all the dozens of KPIs you manage, user happiness remains your core priority, because in the end, that is what brings in the money and the accolades.
