Turkey’s digital customer experience center MüşteriMetre, which operates under the umbrella of Turkcell Global Bilgi, conducted a comprehensive research on the mobile app ecosystem. As a result of the research conducted by the MüşteriMetre team, which conducts customer experience design, research management and social media analytics studies, the “best” mobile applications ranked in the top 3 in 18 different sectors/categories ranging from shopping to finance, technology to car rental.
Providing services to many institutions and organizations from finance to transportation, retail to telecommunications, Turkcell Global Bilgi, in cooperation with Fast Company magazine, conducted a research that examines mobile applications that have become indispensable in the digital world. The MüşteriMetre team, which conducts customer experience design, market research and social media analytics, conducted a detailed research of 6 thousand people. In the study, 10 thousand mobile applications were evaluated in 12 statistical regions, and sampling was carried out by taking into account the representation of mobile applications in Turkey.
While determining the top 3 in the research, a total of 18 different categories including second-hand shopping, car rental, car rental platforms, hourly car rental, banking, education-information platforms, online personal development platforms, technology, public, clothing, airlines, online market, online food, marketplace/e-commerce, tourism agency, insurance, private pension and ticket purchase were evaluated.
Cahit Erdoğan: “Brands that can offer a good user experience will succeed in breaking habits.”
Commenting on the research, Cahit Erdoğan, Deputy General Manager of Customer Experience and Quality Management at Turkcell Global Bilgi, said: “According to the report prepared by app monitoring company data.ai, global app downloads increased by 11 percent in the first quarter of 2022 compared to the previous year, reaching 37 billion. This striking result reveals the critical importance of mobile applications, the most important platform where brands interact with their customers in the digital age. As MüşteriMetre, while conducting this research, we realized that users’ loyalty to the brand they first experienced stands out. We see that the distinctive user experience designs of innovative brands are their most important trump card in competition. According to the research outputs, it is seen that brands that have just entered the sector are working on user experience on the one hand, while working intensively on increasing their awareness on the other.”
Making evaluations about MüşteriMetre, Erdoğan said, “We can define MüşteriMetre as an integrated experience design center that focuses on people and provides research, experience design and analytics, social media insights, strategy, innovation, software and training services in the field of both customer and user experience. As MüşteriMetre, we conduct studies for the end users of our corporate customers and closely follow their problems and needs. We design cognitive, digital or physical experiences in the light of global trends, conduct market research, design and implement customer journeys. At this point, MüşteriMetre’s UX Performance method contributes to the sustainability of a superior user experience by measuring the physical and emotional interactions of customers during their interface use. UX Performance, which consists of two separate qualitative and quantitative modules; with its qualitative module, it presents the user experience of mobile applications as pinpoint actions and insights by accompanying the one-to-one use of customers in personas. The quantitative module, which is used to determine the best applications, takes the pulse of the application from the customer’s perspective and generates alarms for us about the update needs in the experience. Holistically, UX Performance understands the user’s feelings and expectations and presents the results as ‘improvement and development’ suggestions.”
The companies that made the list of the best mobile apps were presented with their awards at an online award ceremony on April 21.
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