Info
- Category : Online Reputation Management
- Date :25 June, 2020
- Client :Anonymous
Project Brief:
In a fast-evolving digital landscape, mobile app reviews play a vital role in shaping consumer trust. Especially in the fintech sector, where customer confidence can significantly impact business growth, user reviews act as social proof and heavily influence app installs. This case study delves into how DiziDice, a full-service digital marketing firm, helped a leading digital lending app in India (name confidential) generate over 2 lakh positive reviews on the Google Play Store within six months.
About the Client
The client is a well-established fintech player offering instant personal loans with minimal paperwork. Although it had a large and active user base, the app struggled with an imbalance between user satisfaction and public perception due to limited positive reviews and sporadic negative feedback.
Objectives
Achieve over 2 lakh positive reviews on the Play Store
Improve average rating from 3.9 to 4.4+
Increase keyword visibility and organic app installs
Minimize the impact of negative reviews
Strengthen user trust and app credibility
Step 01
Challenges
1. Low User Engagement for Reviews
Despite strong app usage, a small percentage of users shared feedback on the Play Store. Most reviews came from users who faced issues, which skewed sentiment negatively.
2. Policy Compliance and Ethics
The Play Store has strict policies against incentivized or manipulative review strategies. All efforts had to remain fully compliant.
3. Linguistic and Regional Diversity
India’s diverse user base meant that review prompts had to resonate with users in their local languages to be effective.
4. Lack of Review Funnels
The client lacked automation tools and a structured approach to request, manage, and track reviews from satisfied users.
5. Negative Review Overexposure
A few negative reviews gained high visibility and hurt user perception. Resolving this required timely interventions and ORM tactics.
Lessons Learned
Strategic Timing Matters: Prompting users during moments of satisfaction leads to higher review rates.
Localization Is Key: Personalized messages in native languages drive stronger responses.
Automation Drives Scale: Using automation tools can make user engagement seamless and efficient.
Reviews Influence Growth: Improved ratings directly impact Play Store rankings and installs.
Always Listen and Act: Quick responses to negative feedback help retain and recover users.
Step 02
Solution - Strategy & Approach
DiziDice built a data-driven strategy based on timing, automation, and user experience to turn satisfied users into vocal advocates.
Behavioral Trigger Mapping
We studied app analytics to identify high-satisfaction moments—like successful loan disbursals, fast approvals, and smooth repayments—and created review prompts triggered by these actions.
Multi-Language Personalization
We crafted messages in six regional languages—Hindi, Tamil, Telugu, Bengali, Kannada, and English—to increase relatability and click-throughs.
Automated Messaging Funnels
Using WhatsApp Business API and email automation tools, we created targeted review request workflows.
WhatsApp open rate: 94%
Click-through to Play Store: 68%
These numbers far outperformed traditional methods like SMS or static in-app banners.
In-App Review API
DiziDice integrated Google’s Play Core In-App Review API for contextual review prompts within the app. These were timed after successful milestones to ensure authenticity.
In-App review conversion: ~23%
Reputation Management (ORM)
We deployed a dedicated team to monitor and respond to all negative reviews within 24 hours. Resolved issues were followed up with requests to update the original rating.
Ethical Review Boosting
Satisfied users were nudged with loyalty points and recognition features (e.g., badges) inside the app—without violating Play Store terms.
Platforms and Tools Used
WhatsApp Business API
Firebase for event tracking
Mailchimp and Sendinblue for emails
Play Core Review API
CRM integrations for real-time triggers
Step 03
Results & Impact
Quantitative Impact
⭐ 2,12,000+ positive reviews generated in 6 months
⭐ App rating increased from 3.9 to 4.5
⭐ 10+ keyword ranking improvements on the Play Store
⭐ 55% increase in daily organic installs
⭐ 37% drop in visible negative reviews
⭐ 3X rise in brand mentions and trust-related queries
Qualitative Outcomes
Higher credibility with new users leading to better conversions
Stronger online reputation during investor due diligence
Improved user sentiment and community goodwill
Through strategic automation, ethical marketing, and a deep understanding of user behavior, DiziDice enabled the client to build lasting digital trust. This campaign demonstrates that with the right tools and intent, positive user sentiment can be scaled without compromising integrity.
In a marketplace where ratings decide downloads, this case reinforces why review generation is no longer optional—it’s a core growth strategy.
