How does your app stack up against others in your industry? Download our 2021 Mobile Customer Engagement Benchmark Report to find out!

Request a Demo

We tailor each demo to your specific business needs. See it for yourself and contact us today!

Thanks for reaching out! While you wait for confirmation from an Apptentive team member, you may find these free resources to be of interest:

Guide

View resource

Guide

7 Steps to Product Roadmap Success

Learn how to fight feature creep, deliver the right value, and translate vision into action. Let us help you revitalize your product roadmap today, and help make 2021 your year.

Download Now

Request a Demo

We tailor each demo to your specific business needs. See it for yourself and contact us today!

Thanks for reaching out! While you wait for confirmation from an Apptentive team member, you may find these free resources to be of interest:

Guide

View resource

Guide

7 Steps to Product Roadmap Success

Learn how to fight feature creep, deliver the right value, and translate vision into action. Let us help you revitalize your product roadmap today, and help make 2021 your year.

Download Now

Customer Stories

Learn How Pilot Flying J Uses Apptentive Mobile Surveys and Fan Signals™

Madeleine Wilson  //  October 7, 2021  //  2 min read

The Pilot Flying J product team set a goal to build more features that aligned with what was most important to their loyal customers. In order to connect with their most loyal customers in all geographies, they created a satisfaction mobile survey to ask which actions within the app brought customers the most value, segmented by using Fan Signals™.

“Having a way to speak to the people who are just massive fans really helps us on how we continue to build on that positive behavior and positive experience. It’s been really, really helpful to have an easily managed tool. I can go out and do it myself and have it be published tomorrow if I want to. We are really big fans.” – Ginny Holmes, Senior Manager of Digital Products

Challenge

For a while, the Pilot Flying J team gathered the bulk of their customer feedback through app store reviews. While this qualitative feedback provided some value, app store reviews generally come from the vocal minority of people who feel very strongly one way or the other about an app. Given this, app store reviews fail to reflect the desires and feelings of the majority of customers. The other challenge of receiving feedback exclusively through apps store reviews is the inability to follow up with customers or close the feedback loop. In addition, Pilot Flying J really wanted a deeper understanding of their most loyal customers who visited their locations the most but lacked the ability to reach these specific customers.

Solution

The Pilot Flying J product team set a goal to build more features that aligned with what was most important to their loyal customers. In order to connect with their most loyal customers in all geographies, they created a satisfaction survey to ask which actions within the app brought customers the most value, segmented by using Fan Signals™. As a result, the team was able to isolate high-impact features to allow their developers to use their time more effectively and use fewer resources to build features customers did not prioritize.

Results

To learn more about how Apptentive can help your business the way we helped Pilot Flying J, connect with us today!

About Madeleine Wilson

Madeleine Wilson is the Content Marketing Manager for Apptentive. No stranger to B2B tech, Madeleine enjoys translating complex concepts into easy-to-digest pieces of content.
View all posts by Madeleine Wilson >

Ready to see Apptentive in action?

Request a demo of Apptentive today.

Let’s Connect

Sign Up for Our Newsletter

Stay up to date with the latest product management and mobile marketing news.