Case Study: Aviasales maintains a 4.8 app rating and turns negative reviews positive with AppFollow

How to keep a high av. rating and motivate users to change rating of their reviews. Case from Aviasales

Aviasales, the largest airfare search engine in Russia and CIS, needed a better way to manage the surge of ratings and reviews that came after adding an in-app rating request. While the higher volume helped support a strong App Store presence, it also increased negative feedback and made it harder to track updated reviews. To handle this, the team worked with AppFollow and its App Review Monitor tool.

AppFollow helped Aviasales set up a three-step process: monitor all reviews in Slack, route them with tags to the right teams, reply to feedback through Usedesk, and report spam or offensive reviews for removal. The results were strong: the app maintained a 4.8 average rating for almost a year, over 50% of reviews received replies, 60% of users changed negative reviews to positive after responses, and the team saw a long-term positive impact on downloads.

Aviasales