Skip to main content

Mindgrub’s Utility App Playbook

Get Higher Ratings, Better Feedback, and Happier Customers

Get the Playbook

The Stakes Have Never Been Higher

Your app store rating is now a critical decision point. For utility customers trying to pay a bill, report an outage, or manage their service, a low rating signals friction before they’ve even downloaded the app. In a world where digital is now the primary service channel, that hesitation has real consequences – and most utilities aren’t where they need to be. 

Find Out What's Holding Your Rating Back

32%

of utility apps score above 4.5 stars

1

Utility's successful journey from 3 to 4.7 stars

12

Field-tested tactics to improve ratings and review volume

“Most utility teams know their ratings could be better, they just don't know where to start. That's what this playbook is for.”
– Laura Gousha, Utilities Engagement Director, Mindgrub

What's Behind the Ratings Gap and How to Close It

Mindgrub analyzed 80 utility mobile apps across 40 providers and found that low ratings rarely come down to one thing. For most utilities, it’s a combination of factors: some technical, some behavioral, and some entirely outside the app itself.

  • Negative sentiment spreads faster than ever.

    Apple's new AI-generated review summaries mean a short burst of bad feedback can shape public perception in seconds.

  • Ask for feedback at the right moment.

    Native in-app review prompts are most effective after a successful customer action, like completing a payment or enrolling in AutoPay, not immediately after download or during an outage.

  • Respond to reviews like they're customer service.

    Timely, transparent responses increase the likelihood that users revise their ratings and signal to prospective customers that your team is paying attention.

How Did One Utility Go from Mid–Three-Star Range to 4.7?

After a service disruption sent ratings into the mid-3-star range, a mid-sized utility partnered with Mindgrub to rebuild trust – fast. Discover how a coordinated strategy focused on platform stability, thoughtful review prompting, and transparent communication led to a strong, lasting ratings recovery in just a few months.

Get the Playbook

Access the Playbook

Ready to build something great together?
Let's start the conversation on your next project.
Contact us
Want to be a part of our team? Become a mindgrubber
This website uses cookies to measure traffic anonymously. You can learn more and manage your cookie preferences at any time by viewing our Privacy Policy.