Case Study: FreshDirect boosts App Store rating from 3.1 to 4.5 with Upland Localytics

Increasing App Store Ratings By Turning Happy Customers Into Evangelists With Fresh Direct

FreshDirect, the Northeast’s leading online fresh food grocer, had recently improved its mobile app but wasn’t seeing the App Store rating reflect those upgrades. Facing a crowded market and an underwhelming score that didn’t match customer satisfaction, the company set out to drive new, positive reviews to better showcase their app experience.

FreshDirect used Upland Localytics to run an in‑app NPS campaign targeting users who ordered at least four times in the prior 30 days on the latest app versions; customers who responded positively were prompted to submit an App Store review. The campaign drove 51% of recipients to leave reviews, lifting the app rating from 3.1 to 4.5 and improving the app’s visibility and appeal to new users.

FreshDirect

Evan Frank

Director of Marketing Operations