From crash reports to customer satisfaction
How Scoot Turned App Store Feedback into
5-Star Results
Scoot (FlyScoot) is a Singapore-based low-cost airline founded in 2011 as a subsidiary of Singapore Airlines. Operating approximately 20+ aircraft, Scoot serves 60+ destinations across Asia-Pacific and select international markets.
Key satisfaction
- One platform for all app stores
- Auto-tagging that works (90%+ coverage)
- Easy tracking of app ratings
- Clear data insights
- Quick reply options
Numbers reached with AppFollow
0,75⭐+
Positive reply effect on average throughout 2024
Challenges
- Users mention multiple issues in one review
- Deciding which problem to address first
- Connecting reviews to support tickets
- Balancing automation with personal touch
- Seeing the full customer picture
Review history
What they achieved
After app crashes hit their Android ratings hard, Scoot used AppFollow to respond quickly to every affected user. This fast action helped them bounce back, pushing their Google Play rating up to 4.6 stars. Now they maintain strong ratings on both app stores, automatically tag 90% of reviews, and can spot trends before they become problems.
Looking to the future
Scoot plans to fine-tune their automation rules as user feedback evolves. Their big goal is to connect AppFollow with Salesforce to see all customer interactions in one place — from app reviews to emails and social media. This will help their mobile and customer service teams work better together and provide more consistent support across all channels.
