Case Study: Pilot Flying J improves feature prioritization and gathers 18,000+ survey responses with Alchemer Mobile

Pilot Flying J - Customer Case Study

Pilot Flying J, a travel and hospitality company with 93.66K monthly app downloads, wanted a better way to understand what mattered most to its most loyal customers. Instead of relying mainly on app store reviews—which tend to reflect only the vocal minority—the team needed a way to gather broader feedback, follow up with users, and learn more about high-value customers across geographies.

Using Alchemer Mobile’s Fan Signals™ and surveys, Pilot Flying J launched an in-app satisfaction survey to identify which actions in the app delivered the most value. The results were strong: 87% of Fan Signals-segmented respondents fell into the “most loyal” category, the survey generated more than 18,000 responses in four weeks, and open-ended feedback helped the team pinpoint high-impact features so they could focus development resources more effectively.

Pilot Flying J

Ginny Holmes

Senior Manager of Digital Products