How do you measure mobile app performance and user satisfaction?

1 App performance metrics

App performance metrics provide insight into the speed, stability, and resource consumption of your app. They can be used to identify and address issues that may impact user retention, engagement, and conversion. Common metrics include load time (the time it takes for your app to launch and display the first screen), response time (the time it takes for your app to respond to user inputs and requests), crash rate (the percentage of app sessions that end in a crash or unhandled exception), error rate (the percentage of app requests that result in an error or failed outcome), battery usage (the amount of battery power your app consumes during a session), and memory usage (the amount of memory your app allocates and frees during a session). By monitoring these performance metrics, you can ensure that your app is functioning optimally.

2 App satisfaction metrics

App satisfaction metrics are key indicators of user happiness and loyalty with your app. They can provide insight into user behavior, feedback, and loyalty. Common metrics include ratings and reviews, net promoter score (NPS), customer satisfaction score (CSAT), customer effort score (CES), retention rate, and churn rate. Ratings and reviews are the scores and comments left on app stores or other platforms. NPS is the likelihood of users to recommend your app to others, measured on a scale from -100 to 100. CSAT measures the satisfaction level of users with your app on a scale from 1 to 5 or 1 to 10. CES evaluates the ease of use of your app on a scale from 1 to 5 or 1 to 7. Retention rate is the percentage of users who return to your app after a certain period of time, while churn rate is the percentage of users who stop using it.

4 App satisfaction tools

App satisfaction tools are software applications or services that can help you measure, collect, and act on your app satisfaction metrics. These tools can assist in gathering and analyzing user feedback, improving user engagement, and increasing user loyalty. For example, App Store Connect is an Apple service that enables you to view and respond to ratings and reviews from your users on the App Store. Additionally, the Google Play Console is a Google service that allows you to view and reply to ratings and reviews from your users on Google Play. SurveyMonkey is also a platform that allows you to create and distribute surveys to your users, such as NPS, CSAT, and CES surveys. Finally, Appcues is a solution that helps you create and deliver in-app messages, prompts, and guides to your users, such as onboarding, feature announcements, and feedback requests.

5 App performance and satisfaction best practices

App performance and satisfaction are closely related and interdependent, so it is important to follow best practices to ensure both are optimized. Start by setting clear and realistic goals and benchmarks for your app performance and satisfaction metrics. Test and optimize your app for different devices, platforms, networks, and scenarios. Additionally, implement app performance and satisfaction tools that suit your app's needs, budget, and objectives. Monitor and analyze your app performance and satisfaction data regularly with dashboards, reports, and alerts to identify trends, patterns, and anomalies. Finally, act on the insights you gain by prioritizing and resolving issues, implementing improvements, and validating changes.

6 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?