Case Study: American Airlines Federal Credit Union achieves a 4.6-star App Store rating and 2,400% more reviews with Q2 Software

Soaring to new heights of consumer engagement

American Airlines Federal Credit Union (AAFCU), which serves American Airlines employees and other air-transportation industry members, faced low mobile engagement and poor App Store feedback despite offering a mobile-first digital banking experience. With only 98 reviews and a 2.9-star rating, AAFCU needed a better way to capture member feedback and boost app adoption.

Partnering with Q2, AAFCU implemented an in‑app review prompt and leveraged Q2’s mobile platform tools (Q2mobility, Caliper SDK, Q2 SMART). Within two weeks reviews rose nearly 500% and the app gained 1.5 stars; after three months reviews were up about 2,400% and the rating stabilized at 4.6. The influx of member feedback improved digital engagement, reduced call-center wait times, and became an ongoing channel for product improvements.

American Airlines Federal Credit Union

Meghan Vickery

Manager, Digital Services Platform