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Apptentive, provider of mobile customer experience software for many of the world’s leading brands, just released its Mobile Customer Engagement Benchmark Report: 2017 Edition.

The report is designed to help companies understand how their apps’ engagement stacks up against the entire mobile ecosystem.

“The report also presents an in-depth look at how the mobile landscape is shifting toward open dialog between consumers and companies,” according to the official word. “(That’s) demonstrated by the 650 percent increase in the adoption of two-way, in-app messaging.”

Bottom line: adoption of proactive, personalized mobile communication strategies are accelerating at a rapid rate. Report metrics include in-app survey response rate, distribution of star ratings in the app stores, customer engagement and responsiveness, and more.

Report highlights include:

  • Brands embraced open dialog with customers, evidenced by a 56 percent increase in two-way customer conversations via in-app chat.
  • Interactions with mobile customers increased by 33 percent from 2016’s benchmark report.
  • An average of 63 percent of mobile customers respond to brands’ communication outreach.

“Brands who focus on the customer experience understand the importance of connecting with customers—and mobile is the nexus,” said Robi Ganguly, the co-founder and CEO of Apptentive. “Proactively talking to more customers on mobile has a snowball effect: you build relationships with customers, gather insight that informs your product roadmap, and get feedback that accelerates improvement, thus creating a more customer-centric experience across channels.”

You can download the full report — for free — here.

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