Case Study: Grocery Outlet raised its app store rating from 1.6 to 4.8 stars with Alchemer in-app feedback
Key results
The challenge
Grocery Outlet launched its mobile app as a pilot in 2023, initially only in Washington state, and the app carried low store ratings of 1.6 stars on iOS and 2.6 stars on Android. Ahead of a wider rollout across more than 540 stores, the company needed to surface user-experience issues in real time and improve ratings to drive downloads.
The solution
Grocery Outlet integrated Alchemer's mobile SDK into its iOS and Android apps to collect in-app feedback, segment customers by sentiment, and route satisfied users toward leaving app store reviews while identifying feature gaps to prioritize.
“Alchemer is incredibly easy to use for both our marketing team and our customers. I especially love how seamless it is for consumers to respond.”
BNBeatrice Nonet-HoriDirector, Digital Marketing & CRM, Grocery Outlet
The results, in context
Within the program, Grocery Outlet's iOS app rating jumped from 1.6 to 4.8 stars and its Android rating rose from 2.6 to 4.8 stars. The company also reports that order sizes increase 18-20% when a customer signs up for the Grocery Outlet app.