The Challenge
A licensed UAE payments app with strong transaction volumes but a 3.4-star App Store and Google Play rating. The low rating was driven by unresolved KYC frustration and withdrawal delay complaints. It was suppressing their organic store ranking and increasing CPI on paid campaigns.
What We Did
Engaged under NDA. Resolved the cluster of negative reviews through structured user outreach and professional public responses. Built a CRM-integrated review generation flow — requests triggered at post-successful-transaction and account milestone moments. Implemented a response programme covering both platforms within 24 hours.
The Result
Rating moved from 3.4 to 4.7 stars across both stores within 90 days. Organic installs increased 38% as app store search ranking improved. The team reported a measurable reduction in cost-per-install on Meta and Google campaigns as the higher rating improved conversion from paid traffic.