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The Pilot Flying J-Alchemer Mobile Success Story

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The Pilot Flying J product team set a goal to build more features that aligned with what was most important to their loyal customers. In order to connect with their most loyal customers in all geographies, they created a satisfaction survey to ask which actions within the app brought customers the most value, segmented by using Fan Signals™.

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INDUSTRY

Travel & Hospitality

Business Size

93.66K Monthly Downloads

BUSINESS TYPE

Travel

USE CASES

Fan Signals™, Surveys

Alchemer Mobile helped Pilot Flying J:

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87% of Fan Signals-segmented consumers surveyed fell into the “most loyal” category

Teal icon representing survey responses. The top icon has a circle with an x with a text bubble next to it, the one below is a circle with a check mark with a text bubble next to it and the icon below is another circle with a x with a text bubble next to it. All in teal

18,000+ survey responses in four weeks

Teal icon showing 3 people lined up with chat boxes above them. The first has an x in the chat box, the person next has a check mark in the chat box and the last person has an x.

Open-ended survey feedback provided even more insight into what mattered most to customers

Challenge

For a while, the Pilot Flying J team gathered the bulk of their customer feedback through app store reviews. While this qualitative feedback provided some value, app store reviews generally come from the vocal minority of people who feel very strongly one way or the other about an app. Given this, app store reviews fail to reflect the desires and feelings of the majority of customers. The other challenge of receiving feedback exclusively through apps store reviews is the inability to follow up with customers or close the feedback loop. In addition, Pilot Flying J really wanted a deeper understanding of their most loyal customers who visited their locations the most but lacked the ability to reach these specific customers.

Solution

The Pilot Flying J product team set a goal to build more features that aligned with what was most important to their loyal customers. In order to connect with their most loyal customers in all geographies, they created a satisfaction survey to ask which actions within the app brought customers the most value, segmented by using Fan Signals™. As a result, the team was able to isolate high-impact features to allow their developers to use their time more effectively and use fewer resources to build features customers did not prioritize.

Having a way to speak to the people who are just massive fans really helps us on how we continue to build on that positive behavior and positive experience. It’s been really, really helpful to have an easily managed tool. I can go out and do it myself and have it be published tomorrow if I want to. We are really big fans.

Ginny Holmes, Senior Manager of Digital Products | Pilot Flying J
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