“The Magic Numbers Behind Great Player Experiences” Recap

There’s a magic number in baseball that’s used to help forecast playoff and division title winners. In the startup space, there’s a magical metric that can be used to determine how much marketing investment is necessary to produce the desired number of sales. In the gaming industry, there’s a wealth of data that can inform everything from the health of a game to the quality of player experience.

Learn more about these magical key performance indicators (KPIs) in this joint webinar hosted by Helpshift and AppFollow, with Gram Games Product Marketing Manager Elvan Güleç and Customer Service Manager Sibel Piroğlu.

Watch the full episode on demand. In the meantime, here are some of the highlights:

1. Magic numbers vary based on who’s doing the measuring and where they are in the product lifecycle.

“The most important metrics for me are the number of installs and the average revenue per daily active user (ARPDAU). These numbers help me understand how well our monetization efforts are performing. Duration of Play also helps me measure the likelihood of an in-game purchase.” – Elvan Bilaloglu, Product Manager, Gram Games

2. Game, player, and support data will always tell you where to focus.

“When we have a global launch, I shift to focusing on retention numbers throughout the entire first week.” – Elvan

“On the support side, after a launch, we’re looking at things like a spike in Helpshift tickets to see if we can quickly identify a bug issue. When we see that kind of activity, we’re able to immediately reach out to the product team for a hot fix” – Sibel Piroğlu, Customer Service Manager, Gram Games

3. App Reviews are crucial for gauging the health of a new game or feature launch.

“App Store reviews help us figure out how players feel about our new releases. We see the most positive activity around new game features or levels. It’s not usually about customer support issues, unless they come back to upgrade the review after a great experience.” – Elvan 

4. SLAs and CSAT scores reveal how well you’re doing on the support side of the house.

“We take our service-level agreements (SLAs) very seriously. We get back to players within 24 hours, 95% of the time.” – Sibel

“When I see a 1, 2, or 3 star CSAT rating, I quickly change my focus. Those scores are red flags that we’re not following through on some aspect of our support obligations. I’m always aiming for 5 stars, but we’re proud to hold steady with a 4.5 CSAT rating.” – Sibel

“There are tons of reviews. It’s hard to sort through all of them manually. With AppFollow, we can see a broader analysis and share the report with the product team. Then we can use this information to close the loop, improve upcoming versions of a game, and better support players from both sides.” – Sibel

Want more details?
Watch the full episode to learn more about the magical numbers that can help you gauge the success of your game’s design, player support, and overall player experience.

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