Alright. So we went through some of the less offensive methods current popular apps are using to collect feedback; now let’s explore the seedy underbellies–I mean… the less elegant solutions.
Remember a month ago when the five-star Epicurious app plummeted to 1-star ratings because of a dumb bug introduced in an update that rendered the app useless? Had the app had an automatic notification system to let them know that angry users were leaving bad ratings, this whole debacle could have been avoided. This just emphasizes the power of customer satisfaction and the importance of ratings in the app store.
Epicurious (our rating: )
When I navigate to their About tab I’m given a lot of text that isn’t just about the app.
If I keep scrolling down the blob of text I get to a button that tells me “Epicurious.com Mobile Help” so I hit that.
At this point I might get one of their fullscreen ads that caused their users so much pain in which case I’ll have to hit “Skip.”
I get a popup alert telling me “Visiting Epicurious.com will leave the Epicurious app.”
I press “Leave the App” and get redirected to Safari, which is annoying in it of itself: the whole point of having a native app is to avoid the mobile browser experience.
When Safari loads, I get this:
Yep, that is their non-mobile-formatted website. I double-tap to zoom in and scroll down…
In fact, I scroll down for forever. At the very bottom of the page i finally find the link, “If you experience problems using any version of our mobile apps, please tell us about it.” So I tap on that link and get this:
I’m redirected to a ridiculously long, generic form that isn’t even mobile-specific.
This is their all-purpose support form that serves both their website and their mobile apps. Many of the fields aren’t even relevant.
And when I’m done submitting, my feedback goes out into the ether. In all, that’s 6 distinct steps to get from the mobile app to the Submit button on their feedback form.
I love Epicurious and use it all the time when I cook. Their content is great and minus the little “Skip Ad” hiccup that left a bruise on their brand they’re still pretty much one of the standard go-to cooking apps. That being said, their mobile feedback experience is in such shambles that I question its effectiveness. Hopefully they’ll consider finding a solution that’s more in line with their brand image.