Making Mobile App Ratings and Reviews Work for You 

While app-store ratings and reviews aren’t the only indicator of a successful app, the opportunity cost of a star is huge.

Earning an additional star or fraction of a star can result in huge boost in downloads. Moving from a three-star app to a four-star app can lead to an 89% increase in people willing to download the app, according to The 2023 Mobile Customer Engagement Benchmark Report.

According to The 2023 Mobile Customer Engagement Benchmark Report (and based on data from 1.2 billion app installs from Alchemer Mobile customers), the average star rating was 4.7 across all apps using Alchemer Mobile in 2022. But the reason wasn’t just because they used the Alchemer Mobile SDK, it was because companies using Alchemer Mobile surveyed their users, listened to feedback, understood their sentiments, and responded.

How Listening to Your Customers Elevates Your Ratings

In 2022, 94% of all consumers who were prompted by a Love Dialog, a key feature within Alchemer Mobile, responded “Yes” or “No” rather than closing out of the prompt. This is because the dialog is simple – Yes or No – and it’s delivered at the right time. This allows brands to take a quick, regular pulse of consumer happiness. It’s also an ideal opportunity to automate a response to Yes or No and ask a deeper question. This shows the consumer that you’re interested in knowing more and you received their first response.

The Value of Expressed Sentiment in Preventing Churn

Brands use Alchemer Mobile feature, Fan Signals®, to measure both the voice of the customer and their sentiment over time. With this feedback, brands are able to easily improve the value of their biggest fans, predict churn from those at risk, and enhance first-party data profiles to offer more personalized experiences.

An average of 15% of Alchemer Mobile consumers shifted their emotions in 2022 (Shifted to Fan or Shifted to Risk). Most companies are unable to predict churn before it happens, which is why being able to identify shifts in emotions as they happen is so important. By measuring real-time changes in sentiment, brands can get ahead of churn by proactively reaching out to consumers, especially those who have shifted from Fan to Risk. Understanding why people are unhappy and working to fix what went wrong gives brands an advantage over those who can’t quantify consumer experience in the same way.

In the report, you’ll see that we have grouped consumers into six segments to measure emotion data.

• New Fans – Customers who have expressed positive emotion for the first time.
• Repeat Fans – Customers who have expressed positive emotion at least twice in a row
• New Risks – Customers who have expressed negative emotion for the first time
• Repeat Risks – Customers who have expressed negative emotion at least twice in a row

• Shifted to Fan – Customers whose expressed emotion has shifted from negative to positive, or from Risk to Fan
• Shifted to Risk – Customers whose expressed emotion has shifted from positive to negative, or from Fan to Risk

The 2023 Mobile Customer Engagement Benchmark Report was created for companies seeking to understand how their customer feedback and engagement metrics stack up against Alchemer Mobile customers in their marketplace.

To read the whole report, click here.

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