Travel Apps: 2020 Mobile Customer Engagement Benchmarks
If there’s one industry that was impacted the most by COVID-19, it might be the travel industry. From grounded flights to impatient customers to intensive cleaning protocols, everything looks different than it did a few months ago.
One of the primary locations that travel brands interact with customers is through their mobile apps. Usually, this is the easiest place for customers to quickly make changes to flight reservations and travel plans. However, if your app isn’t providing a seamless customer experience right now, their frustration will only be heightened.
If you’re a product manager or mobile marketer for a travel brand, put yourself in your customer’s shoes. This will help you understand the value of their feedback and input. It’s important to understand where apps like yours stood last year in terms of customer engagement, surveys, in-app feedback, ratings and reviews, and other mobile KPIs can help you gain context to better understand where your brand stands today.
We gathered mobile customer engagement data from more than 800 apps with 5,000 active users or more, analyzed it all, and packaged it up into a cohesive report for you. This should be your go-to resource for understanding and measuring how customer behaviors and emotions have changed over time – specifically pre-Coronavirus compared to now. Ultimately, this report is meant to serve as a yardstick for travel apps like yours seeking to understand how their customer feedback and engagement metrics stack up against the market.
Data included in the report:
- The profile of an average app in the travel category
- Customer sentiment distribution
- Mobile app customer retention data
- The top ten most common phrases in app store reviews tied with customer emotion
- Average app rating for travel apps
- Average app review volume
- Typical app interaction and response rates
- In-app survey response rates
- Average inbound and outbound message volume
- And more!
The bottom line is that product managers and mobile marketers in the travel category must have a baseline understanding of how their current performance stacks up with the marketplace – now, more than ever. Download your copy for free today by clicking the banner below.