Study by Apptentive Reveals Mobile Customer Experience Impacts Overall Brand Reputation
Seattle, WA (PRWEB) June 07, 2016 -- Apptentive, the mobile customer engagement software for enterprise apps, today announced the release of its newest research report, How to Manage Your Brand’s Reputation on Mobile. The study discovered that consumers’ perception of brands is heavily impacted by app store ratings and reviews.
A lack of investment in mobile is a red flag to consumers that the entire customer experience is lacking—no matter how widely recognized the brand name is. Businesses that invest in the mobile customer experience are typically leaders in their industry. Mobile has become so important to consumers that if it's ignored, brands risk damaging their hard earned reputation. The report provides a comprehensive look at how mobile impacts consumers’ perception of brands as a whole, and how companies can manage their brand on mobile to boost their image.
Key findings:
<> 71% of respondents said a 4-star or 5-star app store rating of a well known brands app positively impacts their view of the brand as a whole
<> People are 8x more likely to download a highly rated app of an unknown brand than a poorly rated app of a known brand
<> 46% of respondents say the MINIMUM average star rating they’d consider acceptable when evaluating an app to download is 4-stars
“Brands have a reputation to uphold, and those that don’t take mobile seriously are going to lose quickly. This data proves that investment in mobile is no longer optional,” said Robi Ganguly, CEO and Co-founder of Apptentive. “Some companies have a misconception that relying on their brand name is a justifiable mobile strategy, but this report debunks that myth.”
The full report is available for free download here.
Apptentive’s mobile customer engagement software helps companies listen to, engage with, and retain their customers. The product gives brands the opportunity to identify who to talk to, intelligently engage user segments, and mobilize customers to take action through in-app messages, surveys, and ratings prompts. Integrated into thousands of mobile apps, Apptentive helps companies engage mobile customers, boost app ratings, drive downloads, and earn customer loyalty. The company powers millions of customer conversations every month for companies including Concur, DraftKings, Evernote, Intercontinental Hotels Group, Nordstrom, and Zillow. The company is based in Seattle, Washington.
Marissa Smith, Apptentive, http://www.apptentive.com, +1 313-312-0169, [email protected]
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