App experience benchmarking for Saudi telecom operators
The release went out on Tuesday. The rating tells you something broke. This tells you what.
What it is
Digital Experience Index is app and web experience benchmarking for telecom operators, also called app store review analysis or digital CX measurement. Public feedback on every operator app and digital journey in the market is read daily, scored into an index, and held at version level so a change in experience can be tied to the release that caused it. Self-service journeys — recharge, bill payment, plan change, SIM activation, roaming, complaint logging — are scored separately, because an app rating averages away the one journey that is failing.
What it reads
- App stores
- Apple App Store, Google Play and Huawei AppGallery, for your app and every competitor's, tracked at version level.
- Public platforms
- X, TikTok, Reddit, Instagram and technical forums, where digital failures are described in more detail than a store review allows.
- Journeys
- Recharge and top-up, bill payment and disputes, plan change and upgrade, SIM activation and eSIM, porting, roaming activation, fiber installation booking, complaint logging.
- Fields read
- Rating, review text, app version, device and OS, date, developer reply and reply latency.
- Cadence
- Daily, with version-level readings updated on each release.
What you get
Version ratings
Mean rating per release across iOS and Android, with platform parity and version-level drops side by side, so a regression is visible in days.
App leaderboard
Your app ranked against every competitor on both platforms: current rating, dimension leads and urgent gaps.
Importance against performance
Eight experience dimensions plotted by how strongly each correlates with star rating, against your gap to the competitor average. The output is a priority order rather than a list of complaints.
Journey-level failure map
Which self-service journey is generating friction, on which version and which devices, with the customer language attached.
Unanswered review queue
Recent one and two-star reviews with no developer reply, sorted by recency, with reply rate shown against competitors.
How it works
Collect
Daily capture across three app stores and the public platforms where digital failures get discussed.
Attribute
Each review tied to an app version, device class and journey, which is what turns feedback into a fixable defect.
Score
Dimensions scored and rolled into an index that decomposes back to journey, version and verbatim.
Benchmark
Every reading set against the competitor set on identical dimensions.
Who uses it
- Product and digital teams
- Get release feedback in days, attributed to a version, with the failing journey named.
- Engineering leads
- See which devices and OS versions carry a regression before the support queue makes the case.
- CX leads
- Compare the self-service experience against competitors on the journeys that generate call volume.
- Customer service
- Watch the unanswered review queue, which is a public service-recovery channel most operators under-run.
Questions
We already have in-app analytics. What does this add?
Does it work without an app?
How do you tie a review to a release?
Can we track a single feature, like eSIM activation or the loyalty tier?
Does it cover Huawei AppGallery?
You already know what your customers tell you. Do you know what they tell everyone else?
Read your market before it moves.
New to Verbatim
Get your market reading.
Register and we will send you a snapshot of what your market is saying — the patterns, the signals, and what they mean for your business. You will also receive platform launch updates.
Get your market briefing →Already a client?
Log in to the platform.
Access your dashboard, intelligence reports, and signals as they drop. Your market doesn't wait — neither should you.
Log in to your dashboard →