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From feedback to reach: ImmoScout24 relies on the voice of the community
AUSGANGSLAGE
ImmoScout24 is the leading platform for real estate listings in Switzerland. With the launch of their new app, the company presented existing users with changes — some familiar functions were temporarily unavailable. The expectation: an increase in negative feedback. In order to deal proactively with the situation, ImmoScout24 was looking for a solution to pick up customers in a targeted manner, address dissatisfaction and at the same time make positive experiences visible.
ZIEL
Intercept negative votes before they become public
Frustrated users should be given a space to share feedback — before they vent on review platforms.
Activate positive voices in a targeted manner
Satisfied users should be specifically motivated to share their positive experiences — for example through recommendations or app store reviews.
Make existing users aware of the new app
ImmoScout24 wanted to attract existing customers to the new app through recommendations from satisfied users — and thus build trust through social confirmation.
Einsatz Empfehlungs- und Feedbacklösung hypt
With hypt, an automated feedback loop was integrated directly into the app launch. After using the new app, users received a targeted email asking for feedback.
Dissatisfied customers were guided by multiple choice questions, were able to optionally get rid of their frustration in free text form and leave their contact details. At the same time, they were informed about the planned return of missing functions — this created understanding and trust.
Satisfied customers, in turn, were given the easy opportunity to recommend the app and leave a review in the App Store — an active community building that helped the company positively shape public perception.
Ergebnis
25% frustration rate absorbed
A quarter of users were initially dissatisfied — these voices could be specifically picked up and informed about roadmap & updates.
34% recommendation rate
Over a third of users actively recommended the app and thus contributed to new downloads.
+150 new app store reviews
By specifically activating satisfied customers, the number of positive online reviews was significantly increased.
By using hypt, ImmoScout24 was able to successfully manage the critical implementation phase of the new app. Negative customer feedback was actively picked up and informed about planned improvements, while satisfied users were recruited as brand ambassadors. The solution provided a transparent overview of market sentiment and helped to reduce initial dissatisfaction in the long term.
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