Being Apptentive
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Making it Measurable

How SignNow Signed Up to Delight Their Customers and Improve Their App

By: Ezra Siegel

We are very excited to present to you all our first Customer Spotlight. We love our customers and today we are excited to share with you the wonderful team of SignNow. You can find the SignNow app on the Apple App Store here and more information about their product at the SignNow website.

Without further ado,

What’s your app and what’s it about?

SignNow Screen Shot

Our app is SignNow, the best document signing app on iPad and iPhone! With our free app users can add signatures and text to documents from email, Dropbox, or many other apps.

What do people love about your app?

People love the simplicity of our app. We spend a lot of time user testing and polishing the user experience to make the app as simple and understandable as possible.

What was something you learned about from a customer that made your app better?

We received a lot of requests for a quick way to add the date to a document. Adding dates is something that pretty much every document needs and typing out dates on iOS is time consuming because it involves switching keyboard layouts. So a couple versions ago we added this feature and our users love it! This is a great example of how we inform the product roadmap based on feedback from Apptentive to delight our users and make their lives easier.

Where can we find your app and how do you feel about its current ratings and reviews?

You can find SignNow on the App Store, just search for SignNow or anything related to document signing and we’ll come up 1st or in the top 5! Which is awesome because we haven’t done any SEO to improve our search-ability, it’s all been organic because of the number of 5 star reviews we have! Apptentive has helped drive a lot of these reviews.

Where do you see the benefit of actively engaging your customers?

We are building the SignNow app for people and love to hear feedback from them!  We love hearing how they are using the app, and what features and improvements they want to make to make signing documents easier. A lot of our product roadmap is informed by customer feedback.

What would you tell other app developers about Apptentive?

Put it in your app! App Store ratings have such an affect on your apps rankings in search and new and noteworthy. Also we love that if the person has an issue they can contact us instead of leaving a negative review. This helps keep our star rating high and means we can actually interact and help the user.

What’s one piece of feedback for the Apptentive team? 

Keep up the great work! It was an awesome day when we discovered Apptentive. Only a few days earlier we had a talk about how awesome it would be to ask users to rate our app, unless they weren’t happy with it. Then we wanted to hear from them in a way that would allow us to communicate with them about what they wanted that the app wasn’t providing. Then BOOM we found Apptentive, exactly what we were looking for.

SignNow is a wonderful tool that is quick, simple, and a joy to use. It solves an everyday problem, and gives you more free time to spend as you please. For everyone looking to create a legal e-signature, store digital files securely, and save the planet (going paperless!) check out SignNow!

Dominic Tham and David Keegan of SignNow sporting Apptentive T-shirts!

Dominic Tham and David Keegan of SignNow sporting Apptentive T-shirts!

Customer Love in App Store Reviews: An adjunct to Net Promoter® Score

By: joshua

There are many reasons an app developer would want to use metrics. But at their core, metrics are about answering simple questions:

  • Are we doing a good job?
  • Do people love our app?
  • How do we get better?

One of the premiere metrics of customer satisfaction is the Net Promoter® Score, that is, How likely is it that you would recommend X to a friend or colleague? on an scale from zero to ten. By subtracting the “detractors” who answer zero to six, from the promoters who answer nine or ten (the “positive passives” answering seven or eight are discarded), you get an effective measure of customer delight. It seems like a simple question, but there are reams of research to support the idea that this simple question is goldmine.

If you are able to implement such a metric, fantastic. Even if your business is selling and supporting mobile apps — where you don’t have a steady stream of walk-in or call-in customers of whom you can ask how likely they are to recommend your app — we can gather this information with in-app surveys, or by sending out an e-mail blast to paid subscribers. But in the app marketplace, we have moved beyond passive likelihood to recommend: people are actively recommending (or criticizing) apps in a public forum. What metrics, then, can you use to make day-to-day decisions about your app and your customers? For the mobile app business, I would suggest an adjunct to Net Promoter® Score. A question that can be crucial to an app’s long term success, and a metric you might be able to measure with data you already have: do people love our app?

In our work delivering customer insights and targeted messaging on mobile apps, Apptentive has found customer love to be a key indicator of a few things:

  • Customers who love your app are more likely to rate or review it in the app store.
  • Customers who love your app tend to give it higher ratings in the app store.
  • Customers who love your app are more likely to use the word “love” when they write a review in the app store.

Why are these things important? Because customers who love your app will be more engaged customers. Engaged customers use your app more frequently, and are more likely to purchase it across multiple platforms. And because research shows ratings and reviews are particularly important for things that are difficult for customers to evaluate prior to purchase. Higher ratings and better reviews mean more downloads.

One of the ways we measure customer love is with in-app feedback. In the app itself, ask the user, “Do you love [insert app name here]?” and measure the yes and no responses over time. And there is another way, using data you already have available: download the reviews from your iTunes Connect, Google Play, or other app store account, and count the percentage of reviews that use the word “love” in them. You might be surprised how many people are willing to say, I love this app, and what a powerful message that sends to other potential customers.

At Apptentive we are strong believers in empowering developers to listen and respond to users. If you are using an in-app feedback model, customer love is a great metric to see how well you are doing over time. And if you have not yet started to engage your customers directly, it is still a great time to start measuring customer love. It is one way to answer that question, “Are we doing a good job?” And once you start to listen to people and respond, you’ll also be able to answer the other question, “How do we get better.”