5 Tips to Monitor User Experience for Your Cloud Applications
Customer satisfaction is vital for every business. When it comes to cloud applications, monitoring the user experience is the only way to get an accurate impression of how satisfied the users are. Fortunately, there are a few easy ways to keep an eye on it.
The easiest way to gather information is to rely on real user monitoring or another passive technique. This will track how your users work with your application and how it responds to them, which can reveal any problems that the application is having. The upside to using this method is that it takes relatively few resources to gather the information, but the downside is that the analysis takes more effort and reveal less. Most businesses will want to use it along with other methods for gathering data rather than relying on it as the sole source of information about the user experience.
Users express their opinions with their wallets. If the revenue from your application is dropping, it is often a sign that the users are not satisfied with their experience. This isn’t a hard and fast rule, since there are other factors such as changing demand or competition that could account for the change in revenue, but it’s a good general guide. Since it won’t provide details about why users are leaving, this diagnostic should be used to determine when the business needs to deploy other, more detailed monitoring tools.
Surveys are one of the best ways to get detailed information about user needs. Not every user will want to fill out a survey, but many of them will, and you can offer a small incentive to increase that number. To get the best results, always end the survey with an open-ended field where they can mention any issues that the rest of the survey did not cover.
Watch Help Requests
Support requests provide a wealth of information about the user experience. If many users ask for help with a specific part of the application, it should be taken as a sign that the documentation or UI needs work to make it easier to understand. Fixing those issues will likely lead to increased customer satisfaction with the application, so it’s worth the effort.
Search for Reviews
Users write reviews to help inform potential customers, but they’re also valuable to administrators. Reviewers will often list problems that they would be too polite or embarrassed to mention in a support request, so looking at reviews can reveal hidden flaws. They can also help you prioritize your work, since they show which problems the reviewers consider most relevant to potential users.