The Zillow-Alchemer Mobile Success Story

Zillow is the leading real estate and rental marketplace dedicated to empowering consumers with data, inspiration, and knowledge around the place they call home, and connecting them with the best local professionals who can help.

Learn more about how Principal Program Manager, Jessica Sheibach, used Alchemer Mobile (formerly Apptentive) to proactively gather customer feedback within their mobile experience and use that data to inform business decisions such as product roadmap prioritization.



Business Size

1.25M Monthly Downloads


Real Estate


Product Roadmap, Customer Acquisition, Brand Reputation, Ratings & Reviews

Alchemer Mobile helped Zillow:

78% survey response rate

100% increase in 5-star ratings

4.0 to 4.8 increased star rating


Before Alchemer Mobile, Zillow used a basic, homegrown app rating tool they built internally. They also struggled to identify the right time and place to ask customers for ratings and reviews, and ended up over-asking them. As a result, customers grew frustrated and complained.

Zillow needed to add better business logic to be able to prompt the right people at the right place and time as well as a way to holistically combine in-app feedback to their first-party customer data profiles.


With Alchemer Mobile, Zillow was able to add business logic into their ratings prompts in order to ask customers for feedback at the right place and time. They also gained the ability to update this logic in real-time depending on the needs of their customers.

Zillow quickly saw an improvement in app ratings, moving from a 4.0 to 4.8 star rating which moved up their ranking in the App Store.

By proactively collecting feedback from customers, Zillow was then able to get ahead of small issues for mobile customers such as bugs, login issues, and more, before they became larger issues. The Zillow team was also able to redirect unhappy customers into their existing customer service platform so the feedback integrates smoothly between teams. This feedback also helped inform and prioritize their product roadmap with actionable, rich data.

Finally, Zillow’s usage of Alchemer Mobile’s Surveys allowed them to understand customer preferences. In just a few minutes, they were able to set up and deploy a survey asking customers to opt-in to different notifications. Within just a few days, they had hundreds of responses. This data was then analyzed quickly and helped Zillow’s product team prioritize different features on their roadmap.

With Alchemer Mobile (formerly Apptentive) we are now able to take people who may not be as satisfied, may be having a problem, or experiencing a bug and redirect them really easily into our existing customer service system. Also, I can read it as a Product Owner every day and help facilitate bringing that qualitative feedback to the team. Also, we can take action on helping people who might be struggling or building a feature which people are requesting.

Engage with customers wherever they are, including your mobile app.

Learn more today.

Interview was recorded when Alchemer Mobile was known as Apptentive.