We ask to rate the service and the app
If the user browses reviews for Boxberry or other shipment companies on the App Store and Google Play, he will see that some of them are not related to the app, but to logistics and customer service. Such feedback often shows the level of clients’ dissatisfaction with the services.
We have made separate forms for rating the app and the service. Feedback about the delivery process goes to customer support, and about the app to the App Store and Google Play. This way our rating doesn’t change much, and users are more likely to give us 5 or 4 stars.