Top User Complaints For Mobile Games & How To Solve Them



Even if you put your mobile game through rounds of extensive testing, there will eventually come a day when a user will stumble upon something they don’t like in your mobile game. Your job, as the game developer, is to address the user’s concerns quickly and thoroughly to make sure that your users stick around.

Below is a list of the most common user complaints for mobile games and how you can address the concerns to keep your users happy:

Aggressive Monetization

If a user is downloading a game for free, it is reasonable to expect that the user will tolerate your monetization strategies. After all, most users recognize that you need to make money in some way. However, some developers go overboard with in-app purchases or mobile advertising.

When it comes to in-app purchases, a lot of users will begin to complain if they cannot complete the game without paying for in-app goods. If you receive this complaint, commonly referred to as “pay to win”, evaluate how much the user must rely on in-app goods. In theory, every user should be able to reach the final level of your game without ever spending a dime on an in-app good. It doesn’t need to be easy; but it can’t be impossible.

When it comes to mobile advertising, some developers can go overboard by inserting too many in-app ads. It is important to find the right balance. If you receive this complaint from users, try adjusting your ads to only appear after a certain number of levels have been completed. Additionally, think about moving any banner ads off of any level screen and instead insert them on your main menu page. This will help your in-app ads be less intrusive and users will react to the ads more positively.

No Customer Service

A lot of users who encounter bugs in your app won’t even bother contacting you at all. Therefore, when you do receive complaints from users, it means they care enough about your app to alert you to any problems. The worst thing you can do in this situation is ignore them.

When you user receive a user complaint, you should aim to respond to them within 24 hours. You don’t have to respond with the solution, but simply let the user know that you read their complaint and that you are evaluating the issue. This will let the user know that you heard them and will buy you time to fix the problem.

Not only will responding to complaints reduce the chances that the user will leave a negative review, but it will also increase the chance that the user will spend money in your game later on.

Impossible To Advance

Sometimes, there will be a level in your game that is just too hard for the average user to master. If enough users become stuck on a level, one of them will eventually contact you to complain.

This is where effective analytics come in. For example, if you are using strong analytics, you will be able to see if this is just a problem for one specific user or if it has been a problem for many users. If many users are stuck on a level, this is referred to as a “bottleneck”. When users are stuck in a bottleneck for too long, they become frustrated and abandon your app.

Once you identify the bottleneck, you should take steps to fix it. It may require you to adjust the whole level, or simply change a few elements to make the level simpler.

Too Big

Most smartphones, especially low-cost smartphones, have a very limited amount of space available for users to download apps and content. So, users usually avoid downloading large file sizes. If your app takes up too much space after download, it may prevent the user from downloading other content to their phone. If this is the case, the user won’t hesitate to remove your app to free up space. Similarly, users with limited data capabilities may have trouble downloading an app with a large file size. Both of these scenarios are real concerns for developer’s targeting developing mobile markets like India.

Before you even publish your app, make sure it was developedand coded in the most efficient way possible with limited bloatware and unnecessary features. After your app has been on the market for a while, review your analytics to determine which features aren’t being used by your users. In your next update, remove those features or change them so you can shave down the file size

Responding to user complaints all boils down to having top-notch customer service for your app. Effective customer service is one of the best ways to keep users returning to your mobile game. And, in a market as crowded as the mobile game market, you can’t afford to let even one user leave your app for a competitor. Remember: be responsive, be polite, and be proactive.

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