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From feedback to reach: ImmoScout24 leverages the voice of the community
Initial Situation
ImmoScout24 is the leading platform for real estate listings in Switzerland. With the launch of their new app, the company introduced changes for existing users — some familiar features were temporarily unavailable. The expectation: an increase in negative feedback. To proactively manage the situation, ImmoScout24 sought a solution to engage customers directly, address dissatisfaction, and simultaneously highlight positive experiences.
Goal
Intercept negative votes before they become public
Frustrated users were to be given a space to share feedback — before taking it out on review platforms.
Activate positive voices in a targeted man
Satisfied users were to be actively encouraged to share their positive experiences — for example, through recommendations or app store reviews.
Make Existing Users Aware of the New App
ImmoScout24 aimed to attract existing customers to the new app through recommendations from satisfied users — thereby building trust through social proof.
Use of recommendation and feedback solution hypt
With Hypt, an Automated Feedback Loop was directly integrated into the app launch. After using the new app, users were specifically sent an email requesting their feedback.
Dissatisfied customers were guided through multiple choice questions, had the option to vent their frustrations in free text, and could leave their contact information. At the same time, they were informed about the planned return of missing features — fostering understanding and trust.
Satisfied customers, on the other hand, were given an easy way to recommend the app and leave a review in the App Store — an active community-building approach that helped the company shape public perception positively.
Results
25% Frustration Rate absorbed
A quarter of users were initially dissatisfied — these voices were specifically addressed and informed about the roadmap and updates.
34% Recommendation Rate
Over a third of users actively recommended the app, contributing to new downloads.
+150 new App Store Reviews
By actively engaging satisfied customers, the number of positive online reviews was noticeably increased.
By using hypt, ImmoScout24 successfully managed the critical launch phase of the new app. Negative customer feedback was actively collected and users were informed about planned improvements, while satisfied users were turned into brand ambassadors. The solution provided a transparent overview of market sentiment and helped sustainably reduce initial dissatisfaction.
Your strongest sales channel has been hiding in plain sight – time to use it
How Lernwerkstatt Olten made customer satisfaction visible with hypt – and attracted new participants as a result
