If it’s not broken, don’t fix it. That’s how some accountholders will view your new mobile app. They were comfortable with your old app, so why in the world would you go and change it? Of course, you know the answer to that. And you communicated the answer to accountholders as best you could. But some people will resist change no matter how beneficial it is. You need to have a thick skin and keep two things in mind.
First, people tend to make noise when they’re dissatisfied, not so much when they’re satisfied. You may be shocked and disappointed to see five scorching reviews of your new app. However, when you balance that against the 5,000 accountholders who either left positive reviews or didn’t say anything (and therefore were presumably satisfied), you realize that your new app has a satisfaction level of 99.9%.
Second, as noted above, many people resist change – at least initially. If the change truly is beneficial (as this one certainly is), people will eventually embrace it. This is reflected in an app store review posted by an accountholder of an actual Tyfone client.
On go-live weekend, this user posted a one-star review, stating, “I don’t even have it yet and I think it’s bad.” However, a few weeks later, this user updated their rating to four stars, stating, “I’m changing my review from one star to four stars. Resistance to change and frustration affected my first review. I finally figured out how to get logged in. New app looks interesting. Lots of learning to do.”
By the second week, you should see a noticeable uptick in positive reviews. At about the six-month mark, Tyfone customers start to see an average app rating of 4.8 out of 5 stars.