CASE STUDY · APP STORE OPTIMISATION
Lifting a Ride-Hailing App's Store Rating From 3.7 to 4.6
A large Indian ride-hailing app lifted its Play Store rating from 3.7 to 4.6 in three months. Review sentiment analysis found the pain points, in-app fixes addressed them, and satisfied users were prompted to leave ratings.
- Client
- A large Indian ride-hailing app
- Industry
- Mobility / ride-hailing (app)
- Market
- India
- Project
- App store optimisation
- Period
- Over three months
- My role
- Led the SEO strategy; delivered with my team at the time
OUTCOMES
The results
Direct commercial and organic search impact delivered during the engagement.
3.7 → 4.6
Play Store rating over three months.
7,782 → 1,63,633
Number of ratings over two months.
DATA
The numbers
Cumulative rating, month by month
Total Play Store ratings
BACKGROUND
The challenge
I led this ratings programme in a previous agency leadership role. Low Play Store ratings were hurting the app's conversion from store visits to installs.
The brief was to improve the rating significantly within three months by addressing real user concerns and re-engaging existing users.
Client and agency not named for confidentiality. I led the strategy; the work was delivered with my team at the time.
EXECUTION
What we did
Review sentiment analysis
Analysed review sentiment to identify user pain points.
App and competitor audit
Audited the app and competitors to find ways to improve the user experience.
In-app fixes
Recommended fixes for the in-app issues users were raising.
Re-engaging satisfied users
Used retargeting and push notifications to prompt satisfied existing users to leave feedback.
STRATEGIC LESSON
The takeaway
Ratings improve fastest when you fix what unhappy users complain about and make it easy for satisfied users to say so.
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