Gett increases reply rate and app average rating by 0.5 responding to 35 000 reviews with AppFollow

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Nurzhan Ospanov
Gett increases reply rate and app average rating by 0.5 responding to 35 000 reviews with AppFollow

Table of Content:

  1. Challenge
  2. Solution
  3. Result

Gett continues to lead innovation in corporate ground travel. With our latest generation of mobility software we organise all the best ride-hailing companies and car services in one SaaS platform, optimising the entire experience from booking and riding to automatic invoicing and insightful analytics. Gett typically saves clients 25% on their global ground travel costs.

Challenge

In 2018, Gett started to search for the tool that could help them to bring great user experience by responding to app reviews to help their customers and analyzing user feedback to improve the product. Gett’s main aim and philosophy is to strive to bring WOW experience to its customers. Company truly cares about user experience as their product is evolving based on user feedback and finding a right partner here was a challenge.

Solution

Starting from June 2018 the Gett decided to go with AppFollow in order to achieve its aims. Both customer experience and product teams started using the platform across 3 markets - UK, Israel and Russia.

“A lot of users really take their time to review the Gett app and through AppFollow we can analyse that feedback. AppFollow tells you what you need to improve on - what's working well. It complements other sources of user feedback, such as NPS and CSAT surveys.” 

Cinthia Montagner, Global Customer Experience Programme Manager

Company also uses AppFollow to track app ratings and to check other apps reviews to obtain a benchmark.

Result

Gett has responded to more than 35 000 mobile app reviews. Reply rate for the Gett app has increased up to 96% and average rating for the app has increased from 4.3 to 4.81 in the App Store since the Customer Experience team started responding to reviews. Average first reply time has decreased by 5 times.

Starting from the beginning of 2020, Gett started tagging app reviews actively to get even more granular data on what their users are talking about in app reviews. As a result more than 5000 reviews have been tagged or 55% out of all the reviews received.

“The Product Development team used this data from tagged reviews for many incremental improvements. The most common example is bug reports. Making our application more stable is paramount for Gett’s success. A single fail could be a lost ride for us. We monitor users’ satisfaction with stability very seriously, and AppFollow helps us do that.”

Cinthia Montagner, Global Customer Experience Programme Manager

Gett plans to keep working with reviews and adding more data from reviews into product development decisions to bring user feedback to a new level.

“AppFollow is more than the software. Their people make the difference. We consider AppFollow a true partner for our business. The team is knowledgeable and willing to help us discover new functionality that will support us in achieving our goals.”

Cinthia Montagner, Global Customer Experience Programme Manager


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