Customer Feedback: Improve App Features, UX, and User Trust

Customer feedback is the information users share about their experiences with your app—what they like, dislike, or want improved. It helps you understand if your product is meeting their needs.

Why It Matters 

• Guides you in prioritising the right features and fixes

• Improves user satisfaction and retention through responsive updates

• Reduces wasted development by focusing on real user needs

• Validates assumptions with real-world input

• Builds trust by showing customers their voices matter 

Use This Term When...

• Planning user testing or gathering reviews

• Refining your app roadmap based on user needs

• Launching an MVP and seeking early input

• Running beta tests or pilot programs

• Measuring success beyond just downloads or installs 

Real-World Example 

In the project, we integrated customer feedback tools to gather real-time insights from users. This allowed the team to prioritise updates based on actual needs and continuously improve the app experience.

Founder Insight

Most founders think feedback only comes from surveys—but every review, support ticket, and app store comment is a goldmine. Collect it early and often to stay aligned with your users.

Key Metrics / Concepts

• Net Promoter Score (NPS): Measures user loyalty

• User Sentiment Score: Detects tone/emotion in feedback

• Feedback Volume: Number of feedback entries collected

• Feature Request Trends: Most requested additions

• Bug Report Frequency: Issues reported by users

Tools & Technologies

• Typeform / Google Forms: Collect structured survey feedback

• Intercom / Zendesk: Real-time in-app support and feedback

• App Store Reviews / Play Store Console: Source of public user feedback 

What’s Next / Future Trends

AI is changing feedback by turning raw comments into structured insights. Expect smarter tools that automatically detect trends, emotions, and urgent issues—so you can act faster and build smarter.

Related Terms

• Usability Testing – Observing real user interactions

• Beta Testing – Gathering feedback from early users

• User Interviews – One-on-one conversations for deeper insights

• App Maintenance – Where ongoing fixes happen

• UX Design – The design focus that feedback typically impacts 

Helpful Videos / Articles / Pages

• Blog: 5 Reasons In-App User Feedback is Important

• Blog: MVP Strategy: The Roadmap to Building a Product That Investors Love

• Blog: Why We Rebuilt the Roadmap After 6 Months Off

Call to Action

Still unsure how to collect and act on customer feedback for your app? [Book a discovery call] with our team — we’ll show you how to close the loop.