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

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

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

JetBlue


JetBlue was founded in 2000 on the mission of bringing humanity back to air travel. The sixth largest airline in the U.S., JetBlue caters to 42 million customers across more than 100 destinations and is proud to Inspire Humanity through its distinctive product, culture, and award-winning customer service.

Learn how the product team at JetBlue uses customer feedback to inform their product roadmap and drive revenue after they started using Apptentive in 2017.

Watch the Video

Industry

Travel & Hospitality

Business Size

210.2K Monthly Downloads

Business Type

Airline

Use Cases

Product Roadmap, Customer Acquisition, Brand Reputation, Ratings and Reviews

Apptentive helped JetBlue:

Hear from 25% of their mobile customers
Drive over 80k new app version downloads
Avoid a dip in revenue when their experience was disrupted

Challenge

Before Apptentive, JetBlue’s product roadmap approach was siloed. They set macro product goals without holistically listening to the voice of the customer or addressing smaller issues.

JetBlue’s main goal in adopting Apptentive was to have a platform that allowed them to put the entire customer voice in one channel. They needed to gain a better understanding of what their customers felt about their mobile experience. Once the data was gathered, the team wanted to identify areas for improvement and build a product strategy around them.


Solution

One of the first things JetBlue did after adopting Apptentive was to gather mobile customer feedback to better understand the in-app booking experience. They first targeted people at specific moments – such as 24-hours after a booking – using a Note, which then asked them to opt-in to a survey where they could ask more detailed and specific questions.

By prompting feedback at a specific moment from a targeted cohort, they were able to ask questions about the booking experience, ease-of-use within the app, and how likely they would be to book another flight through the app.

After they collected this data, they were able to analyze it through Apptentive’s platform to uncover what could be improved within the booking experience. These actionable insights then informed their product roadmap priority list.

While they appreciate the positive feedback and app reviews from happy customers, they also highly value constructive feedback and hearing pain points from customers so they can improve their mobile experience. Listening to customer feedback has shifted focus from automatically following product roadmap milestones to incorporating the voice of the customer in order to make meaningful decisions.

Apptentive gives us a platform to pull all of our customers’ voices into one channel, and gives us an overall picture of what they say, how we can improve, and how to build our strategy on it. We love the great responses and positive feedback, but we see huge benefit from the critical responses and how we can improve.

Katie Rice, Product | JetBlue

Related Stories

How Zillow uses Apptentive to increase app ratings, gather customer feedback at scale, and build features people are requesting.
AllRecipies logo
How Allrecipes increased their five-star App Store ratings by 80% and improved their overall rating from 2.5 to 4.5 stars.

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.