For mobile apps, it’s important to retain your users and avoid churn. By knowing what your customers want and meeting these needs, you can increase their loyalty to your app and thereby attract many new users in the same way. Did you know how important this is for mobile apps?

With so many competitors in the market, a customer-satisfaction index that measures levels of satisfaction is extremely important, it can provide insight into how well customers are responding to products and services. This term is often used as an indicator or predictor of a company’s overall customer loyalty and brand strength.

In this article, we will explain the importance of customer satisfaction, why you should work on retaining your users and why it’s an effective strategy for your mobile app.

Customer Satisfaction

Customer Satisfaction is a person's feelings of pleasure or disappointment that result from comparing a product's perceived performance (or outcome) to expectations*   Marketers, developers, or entrepreneurs generally focus on onboarding new users. But for long-term success, it’s crucial to measure what happens after you’ve onboarded your users. The results will show you how well your mobile app does, and the ability to reach more users organically. Have your users had a great experience? Will they recommend it to other people? These questions are very critical because they can determine the future success of your mobile app. According to a study, if users actually have a great experience, your mobile app is more likely to grow. Here’s how.

Customer satisfaction occurs when the customer's perception of received value in a transaction is equivalent to the perceived service quality relative to the client’s cost of acquisition and price. From pricing and development to the user experience, app developers should build a strong strategy for their app. They should be aiming to meet their user’s needs and reach an optimum level of user satisfaction.

The same study shows different insights about customers. A satisfied customer means that there are similarities between the performance of the product with the expectation of the customers. And it will encourage them to re-purchase the products. At the same time, a disappointed customer would persuade the other customers not to repurchase and as a result, they will move to another competitor brand. The reviews of mobile apps are important and affect users’ decisions to install or subscribe to a mobile app for this very reason.

Another important term you should know about this topic is Customer Loyalty, which shows the degree to which customers are committed to a particular supplier, brand, or store. Achieving customer loyalty is a primary goal of marketing strategies. Loyalty is an outcome of the customer's positive behavior during repeat purchases.*  Establishing a relationship with the clients creates loyalty as a result. Both terms work hand in hand.

Why Retention Is An Important Factor For Mobile Apps?

1- Spend Less For Marketing

Working on keeping your existing users is cheaper than trying to attract new ones. Existing users already are familiar with your products, so your marketing can be less expensive. They also are more willing to refer new customers back to you, reducing the need for customer service staff. Loyal customers are already familiar with a brand, so they require less marketing and customer support. This is significant cost savings for most businesses in the retention stage of the buyer’s journey.

2- Ongoing Purchases Can Be Expected

Repeated purchases mean repeated business. By learning about the ways your valued users benefit from your services, you can recommend other options that they may like. You can create special offers, and discounts and act accordingly to their reviews and suggestions. By studying their behavior, subscription history, and demands, the buyer journey you create will bring satisfaction and loyalty as a result.

3- More Profit In The Long Run

55% of U.S. consumers express loyalty by recommending the brands and companies they love to family and friends. This means if your product or service satisfies your customers, it will naturally be heard by word-of-mouth.* Also 43% of U.S. consumers spend more with the brands and companies they are loyal to.* Which means the more loyal customers you have, the more profit you’re likely to make. This study also means that your loyal customers will be more likely to use your premium services.

4- The Importance Of Feedback

Listening to customers is a great way to improve your business. According to a recent survey, 97% of consumers say that it makes them somewhat likely to become more loyal to a company if the company implements their feedback. Conducting surveys, reading and responding to the reviews, staying in contact via social media channels, or sending emails are important actions for this step. Building and nurturing your customer relationship will affect the future of your app in a positive way.


Customer retention reflects the commitment shown by customers to a particular brand or product, and thus acts as an indicator of overall customer loyalty. By measuring this commitment and analyzing the drivers behind it, organizations can capitalize on its positive effects through different marketing strategies.

​​Ultimately, customer retention and customer satisfaction are inextricably linked. A mobile app can have a thousand satisfied users, but if those users never come back, it doesn’t matter. Likewise, an app can have a hundred dissatisfied users who regularly use the app—but they might just as easily become lost. So maintaining your valuable users and keeping them satisfied with your product should be the ultimate goal for app creators.

Most mobile apps can benefit from considering customer retention and satisfaction statistics in equal measure. Such metrics offer valuable insight into what drives people to stay loyal to your app even after a long time. It might be hard to reach each of these goals at the same time. And you might not want to lose your energy and attention without knowing what kind of outcome you will have. Working with app publishing companies like Cherry will help you in the marketing side of your app with its veteran team of experts.

Since marketing is teamwork, you can benefit from the professional approach and market your app to different countries worldwide. And through this process, you won’t spend a dime. To learn more, submit your app and get in touch with us.

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