A survey of over 800 mobile app users found that 15% had contacted an app developer for support. While most only reached out once, usually to report a bug, 5% contacted support over 5 times in a month. Users who received a fast response had a better overall experience and wanted improvements like more communication on fixes and easier in-app support options.

1. DO MOBILE APPS NEED TO START
THINKING ABOUT SUPPORT?
BROUGHT TO YOU BY: UPQUIRE

2. With web apps, every time we run into an
issue, we just reach out to the people behind
the app and ask for support.

3. But with mobile apps, we just move on to the
next app, right?

4. We decided to ask users.

5. Surveyed users in US from 18-60 years who
have used at least 4 apps in the last month.

6. 0
100
200
300
400
500
600
700
800
Never Once 2-5 times More than 5
times
How many times have you reached out to the
app developer? 874 responses

7. 15% of the respondents have needed support,
and 5% reached out over 5 times in a single
month.

8. 0
5
10
15
20
25
30
35
Report a bug Praise the app Support query Got stuck in
the app
Request a
feature
What made you reach out to the app developer? (55
responses)

9. People who reached out only once were the
most likely to report bugs.

10. 0
5
10
15
20
25
30
Support link in
menu
In-app
chat/feedback
Email Others
How did you reach out? (55 responses)

11. Users who reached out only once used
support link in menu or email, whereas users
who reached out more than 5 times used in-
app chat the most.

12. 0
2
4
6
8
10
12
14
16
Right away In a day 2-3 days More than 3
days
Did not get a
response
How much time did you get a response in? (54
responses)

13. Reporting a bug either got you a very quick
reply or no reply at all. Feature requests or
support queries had poor response rates.
Email gets users the fastest response. In-app
chat not built into the app developer’s
workflow?

14. 0
5
10
15
20
25
Great Ok Poor
How was the overall experience for you? (54
responses)

15. As expected, users who got fast responses
found the experience to be much better.

16. 0
2
4
6
8
10
12
14
16
Nothing Faster
responses
Actually
answer
Others
What would you improve about the
experience? (35 responses)

17. Actual response:
“a little more detail on what they were going
to do to fix problem”

18. “ideally there should be a feedback form
where i can provide feedback without having
to reach out via email”

19. “make it easy to do in the app don’t make me
have to research”

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