Case Study: Major FinServe Company achieves higher app adoption and App Store ratings with Upland Localytics

Driving App Adoption And App Store Ratings For Financial Services

A major financial services firm that offers a free, employee-facing retirement app faced low downloads, poor engagement and negative app store ratings, which drove customers to costly call centers. The company lacked the user feedback and analytics needed to identify pain points and improve the mobile experience, so app adoption, retention and self‑service usage remained well below expectations.

Partnering with Upland Localytics, the client ran in‑app NPS surveys and launched personalized push and in‑app campaigns, segmented onboarding, A/B tests and gamification to fix UX issues and drive engagement. Results included dramatic rating lifts (iPhone 1.9→4.6; iPad 2.2→3.6; Android 3.6→4.0), campaign open rates up to 30%, login rates as high as 65% in the first week, uninstall rates falling to 0.03% (iPhone) and measurable reductions in call‑center volume and costs.