Full managed Feedback Service

Introduction

vilotaXperience experts were engaged by an application development company to implement our fully managed Feedback Service for their mobile app. The app enables users to buy, sell, and spend cryptocurrencies. The objective was to gather actionable user insights, significantly increase customer loyalty, and drive higher profitability.

Problems to Solve
Reputation Profitability Loyalty

  • 1st level support employees are overloaded
  • Exploding churn rate among newly registered users
  • Low user engagement with new platform features

Setup, Execution and Data Collection

vilotaXperience experts designed and implemented tailored feedback frameworks and executed the entire data collection process through customized surveys targeting active app users. The goal was to identify the gaps between what the customer’s Product Managers and VP of Product Engineering assumed and what their target users were actually experiencing when using the app and its services.
Why? To achieve better traction and scalability for both the existing and future applications

Expected value to be delivered by the app

  • Users receive first-class 1st level support that quickly and competently resolves their issues.
  • Revenue per user increases through the introduction of new features and services.
  • New platform services are highly valued and actively used, leading to improved profitability.

Delivered value (gaps)

  • Many users get stuck while navigating the app and wait up to one hour for unqualified support.
  • The number of active users is continuously declining. Target users do not feel sufficiently attracted to the platform.
  • Platform services are difficult for users to discover and use.

Analysis of Results and Improvement Recommendations

We have thoroughly analyzed the collected feedback data from the customer’s mobile app.
We developed actionable insights and concrete improvement recommendations to close the identified gaps and better align the delivered value with the needs of the target users. The analysis was directly based on the results from the setup, execution, and data collection phases.

Gains out of our Work

VilotaXperience conducted one dedicated feedback campaign. The following gains demonstrate the measurable impact of our work, comparing the assessment conducted just before the feedback campaign with the assessment performed eight months after implementation of the recommendations.

Focus Point
Status before Feedback Campaign
Status 8 months after recommendations
Gains​
Number of support tickets related to funds deposit:
64 monthly​
7 monthly
89% reduction​
% of users who deposit funds within 1 month after registration:
22%
58%
+36 points increase
Monthly churn rate
53%
33%
-20 points reduction
App rating​
3.8 out of 5 stars​
4.7 out of 5 starts​
64% more 4.0+ stars ratings
Revenue per customer​
confidential
confidential
+112%

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