Case Study: Dunkin' improves app ratings and customer engagement with Alchemer Mobile

Dunkin' - Customer Case Study

Dunkin’ worked with Alchemer and its mobile feedback platform, Alchemer Mobile (formerly Apptentive), to better understand customer needs and prioritize product improvements for its app. As a large quick-service restaurant brand with both franchise and customer considerations, Dunkin’ faced challenges sorting through a flood of feature requests and making faster, more informed product decisions.

Using Alchemer Mobile surveys, Love Dialog®, and Notes, Dunkin’ gathered in-app feedback, monitored sentiment, and communicated promotions and updates more quickly. The approach helped identify simple but high-impact app changes, contributed to an increase in app store rating from 2.0 to 4.5 stars, achieved a 20% survey response rate, and drove 74% positive responses to Love Dialog—improving retention and the overall mobile customer experience.

Dunkin'

Andy Ades

Senior Product Manager