Case Study: Scoot boosts app ratings and automates review management with AppFollow

Scoot boosts Google Play to 4.6 stars and automates 90% of reviews with AppFollow

Scoot, a Singapore-based low-cost airline, faced challenges in managing its app store feedback. Users often mentioned multiple issues in a single review, making it difficult to prioritize problems and connect feedback to support tickets. They needed a way to efficiently track ratings, gain clear insights, and balance automation with a personal touch. To address this, they turned to the vendor AppFollow.

Using AppFollow, Scoot implemented auto-tagging for reviews and utilized quick reply options. The solution enabled them to respond quickly to users, particularly after a critical app crash, which helped them recover their Android rating. As a result, Scoot now maintains a 4.6-star rating on Google Play, automatically tags 90% of all reviews, and can spot trends proactively. AppFollow provided the tools to turn user feedback into a significant growth engine.

Scoot