9 tips for working with reviews on App Store

Effectively-managed replies to critiques will enhance the app’s score, contribute to product growth and affect person loyalty.

Table of Content

App score and set up conversion

Playtika, a digital leisure firm, notes that, due to responses to critiques, the score of the Slotomania app elevated by 0.7 factors, and the set up conversion charge by 15%. In consequence, the variety of app installs elevated by 2000 per day.

Based on analysis by Apptentive, altering the score from three to 4 stars can enhance conversions on the App Retailer by 89%. And from three to 5 stars by 97%.

Apptentive additionally notes that 90% of customers charge a brand new app primarily based on its score, 79% of shoppers examine scores and critiques earlier than downloading, and 55% take a look at scores and critiques earlier than committing to an in-app transaction. If customers discover that the developer doesn’t reply to unfavorable critiques, their motivation to obtain the applying will lower.

That’s, due to replies to critiques, the app’s score grows, which in flip contributes to a rise in set up conversion. The score seems each subsequent to the icon within the search outcomes and on the applying web page and develops social proof. Customers may have extra confidence in a extremely rated app, which implies they are going to be extra motivated to obtain it.

App rating in Google Play search

Critiques are listed on Google Play, though now they affect the place of the app in search outcomes lower than a couple of years in the past. These screenshots present you how one can appropriately phrase the replies and embrace key phrases in them.

For instance, within the reply on the proper, the developer included the phrase “video games” twice. Within the center reply, they included the names of the cities the place the person referred to as a taxi.

You should utilize critiques as an extra optimization instrument and add key phrases into replies when acceptable. On the identical time, it is necessary to not lose that means and convey the required data to the person. Learn extra about app optimization on Google Play.

Product growth

Analyzing critiques usually helps you discover development factors on your app. By studying person critiques, builders perceive person wants and wishes and obtain insights on how one can enhance the product.

Consumer critiques are the quickest option to get suggestions when it comes to the person themself. Metaphorically talking, it’s the unrefined gasoline of product enchancment

It is very important analyze critiques after updates, because the score of the applying usually drops if customers have issues because of updates. For instance, in response to customers, Instagram started to “crash” and “freeze” after the replace.

Product growth is influenced not solely by the evaluation of your individual critiques, but in addition your opponents’ critiques. For instance, in critiques for a health app, customers stated that they’re lacking the choice of going again to an “train routine”. Be taught from the errors of your opponents and instantly attempt to add this type of perform to your software earlier than you get related critiques.

Attempt to usually monitor the critiques of your customers and examine the critiques of different apps from associated classes. This may enable you discover concepts for bettering your product. This evaluation is very related for these builders who’re simply coming into the market and wish to introduce extra aggressive benefits into their product.

Loyalty and person retention charge

If a person was not pleased with the service and left a foul overview, and also you had been in a position to remedy their downside, you have got an opportunity to show his unfavorable overview right into a optimistic one.

The particular person can proceed utilizing the app, which is able to positively have an effect on the retention charge. Nonetheless, the impression of replies to critiques on retention charges is troublesome to measure as a result of it’s troublesome to match the person of the app to the person who left the overview.

Working with critiques helps construct up a relationship of belief with the customers, in addition to enhance their loyalty and appeal to new customers to the app. It additionally makes it potential to gather further suggestions and helps to shortly resolve the problems of the customers.

9 ideas for working with critiques

1. Reply shortly

We obtain an enormous variety of notifications on our smartphones on daily basis. If you don’t reply to the person instantly, they are going to almost definitely neglect in regards to the app in a day’s time, and generally even inside a couple of hours.

For instance, right here an individual writes {that a} sport merchandise has been faraway from his account. If the help workforce can shortly resolve this problem, there’s a good probability the person will keep within the app.

The earlier the developer replies to a unfavorable overview, the higher their chances are high that the issue may be solved and the person will return to the applying. As quickly as you reply to a person overview, they are going to obtain a push notification on their smartphone.

2. Analyze critiques after each replace

After updates, customers usually have issues. This may result in mass uninstalls and decrease app scores.

For instance, we analyzed critiques from the final 7 days and chosen 1 to three star scores for the Spotify app. We realized from the critiques that many customers had issues with the app after the most recent replace.

Monitor critiques after the replace a number of occasions a day in an effort to discover and promptly remedy any issues within the software.

3. Reply to each unfavorable and optimistic critiques

Some builders select to answer solely to unfavorable critiques. However it’s rather more troublesome to vary the opinion of a person who gave a score of 1-2 stars than one who gave a median or excessive score.

Generally customers give a excessive score, however write vital feedback. For instance, a person of the Spotify app gave 5 stars, however reported issues after the replace.

If you don’t discover the requests of customers in time, they will intentionally decrease the score in an effort to appeal to the developer’s consideration. Do not forget that the person hung out on leaving a remark. They are going to be happy to obtain suggestions from the developer. This may also enhance the credibility of the applying.

And vice versa, if the developer leaves a great reply, the person can enhance the score. For instance, first a person gave 1 star to the Aviasales app. However when the customer support workforce informed him how one can discover the a technique journey possibility, the person raised his score to five stars.

Any overview wants a reply. The person hung out writing to us and we would like them to know that we worth their time and opinion.

Now we’re extra centered on an individualized strategy to everybody. This impacts the score and helps change first impressions or unfavorable experiences in a optimistic manner.

After we obtain suggestions, to start with, we outline its precedence. It is very important assist the customers if they’ve issues. Nonetheless, optimistic suggestions goes a great distance. Consideration to a glad buyer builds model loyalty.

At the start, the person should really feel a private contact. The particular person and their downside are extra vital than formalities. Present the person that there was no pointless data of their letter or overview. In any case, they share with you what they think about to be vital. Let it change into vital for you too.

Do not forget that the person hung out leaving a remark. They are going to be happy to obtain suggestions from the developer. This may enhance the credibility of the applying. And a great response to a unfavorable overview can change the person’s opinion.

4. Construct loyalty by replying to optimistic critiques

Whereas replying to optimistic critiques doesn’t take plenty of effort and time, it’s preferable to not reply in a brief sentence. Primarily based on these examples of functions, you may see how you need to reply to optimistic critiques:

Thank customers for his or her opinions and concepts. Emphasize that the person’s solutions are useful and vital to you and that you’ll make the modifications within the app in response to these solutions. For instance, the help workforce of the Noodles and Firm app says of their reply that the person’s suggestion is a good concept and that they may implement it within the subsequent replace.

The thredUP help workforce writes that they recognize receiving suggestions, because the person’s opinion performs an vital position within the growth of the applying.

Emphasize that the applying will likely be even higher with the brand new replace. Even quick critiques may be replied to in additional element. For instance, you may say that the brand new replace may have much more helpful options. These replies are particularly acceptable if a brand new replace goes to be launched very quickly.
Present the person a person strategy.The usual reply “thanks on your opinion” doesn’t evoke any feelings. It will likely be higher if the person sees that you’ve learn the whole overview and despatched them a personalised reply.

Even a template reply may be personalised. For instance, including a username just like the Noodles and Firm app help does.

The OneTwoTrip help workforce says of their reply that they’re blissful to work for each the person and the person’s sister who performs the sport.

By replying to optimistic critiques well, you’ll additional enhance person loyalty. Due to this fact, don’t be frugal with gratitude, provide reductions and discuss the advantages of the product in your replies.

5. Be trustworthy when replying to unfavorable critiques

Unfavourable critiques require particular consideration. One improper phrase within the reply and the person won’t ever return to the applying. We are going to share with you some ideas that can assist easy out any unfavorable impressions of the product.

To start with, we keep in mind that we’re responding on behalf of the whole firm. This helps us keep motivated, as a result of any detached reply can undermine the credibility of Dodo Pizza.

Critiques on the App Retailer and Google Play are a small proportion of textual communications from our customers.

We’re used to the truth that usually we all know precisely who we’re speaking to: we will take a look at the order historical past, and ask clarifying questions in an effort to assist the consumer. However that is completely different within the app shops, so that you must give an in depth reply, anticipate the questions, perceive what precisely the consumer wants and assist them.

Thank the person for his or her honesty, apologize and provides a proof. Do not forget that unfavorable critiques are way more useful than optimistic critiques for product growth. They assist the app get higher. Due to this fact, attempt to not take the criticism badly, moderately thank customers for his or her suggestions.

Earlier than replying to the person, learn the overview correctly, perceive the consumer and analyze their causes. In the event you misunderstand them, it is going to solely trigger extra negativity. Spotlight the details of the message and attempt to perceive what precisely brought on the unfavorable overview. The consumer can have one and even a number of causes. Assemble your reply in response to the details of their message.

Earlier than writing a solution, take no less than 10 seconds and assume what feelings you wish to embrace in your reply. In the event you really feel offended on the consumer, get these emotions below management and reply to the consumer in a peaceful, understanding manner.

In case you are presently unable to enhance sure options of the app, clarify why the app works the best way it does. When the person has extra details about the technical operation of the app, they are going to be extra understanding of the errors within the app.

For instance, the Skyscanner help workforce thanks the person for his or her trustworthy suggestions and says that they’ve handed on the message to the technical workforce. The corporate additionally talks in regards to the work algorithm and explains why the ticket worth has modified.

Assist the person remedy the issue. Don’t ask the person to jot down an e-mail. As an alternative, give particular ideas that can assist the person to make use of the app higher. For instance, the builders of MileIQ defined how one can remedy the issue with the classification of various kinds of journeys.

The extra detailed your directions for fixing the issue are, the higher. For instance, Skyskanner defined particular steps of how one can change the foreign money within the app.

Present that you’re already engaged on fixing the bug. With this reply, you present the person that their opinion is admittedly vital to you and that you simply wish to make the applying as handy and straightforward to make use of as potential.

For instance, the builders of the Noodles and Firm app emphasize that they’re already engaged on fixing the issue and can notify the person as quickly as the issue is solved.

Clarify why the person ought to write to help. Usually the help service can’t assist the person within the app retailer. Sending an e-mail to the help takes the person plenty of additional time. On this case, it is very important clarify why you can not remedy the issue immediately. Then the person will perceive that the request to ship an e-mail is an actual want in an effort to remedy his downside.

For instance, the Aviasales app says that they don’t have sufficient technical details about the person’s downside. To let the help perceive the issue, person must ship knowledge about his profile by way of e-mail.

At Dodo Pizza, we observe this algorithm when replying to unfavorable critiques:

To start with, perceive the feelings of the consumer.
Agree with the consumer’s feelings and don’t argue with them. This may assist them really feel that the help workforce is on their facet. Inform the consumer about your strategy and your requirements. Thus, you admit the error and agree with the consumer.
Clear up the issue or give a deadline.
The simplest and quickest option to work with the unfavorable overview is to resolve the consumer’s downside. The sooner the higher. If the issue can’t be solved instantly, that you must give the consumer a deadline.
Recommend an alternate.
It is best to attempt to assist even once we can’t totally fulfill the consumer’s request. You all the time want to consider any, even probably the most ridiculous options you may provide your consumer whereas fixing their downside.
Stop additional negativity.
Even after the issue is solved, it’s crucial to inform the consumer what you do to get rid of such issues sooner or later.

6. Report spam assaults

In the event you beforehand acquired a gentle variety of unfavorable critiques, however all of a sudden the quantity elevated by quite a bit, it’s almost definitely that opponents organized a spam assault on you. Please contact the App Retailer or Google Play help to delete unfavorable critiques.

In our Instagram, Artyom Tkachuk described intimately how he managed to attain the deletion of unfavorable critiques from the applying web page on Google Play. An app that used to get a couple of critiques a day all of a sudden began getting 30-80 critiques with one star. Within the image you may see what number of 1-star critiques there have been earlier than contacting the help and what number of there have been after.

After a number of calls to help, all pretend critiques had been deleted.

Choose the critiques you wish to report, and they are going to be moved to the proper panel. Press the Report a Concern button. For fast choice, you may filter critiques by date and score.

Report a competitor’s spam assault as shortly as potential. With each unfavorable overview, your app’s score will drop, so it’s vital to make sure that unfavorable critiques are deleted shortly.

7. Use templates

We talked about above that it’s higher to answer to every overview individually, as these replies sound extra credible. Nonetheless, not all builders have sufficient time for detailed replies. As well as, generally there are too many critiques and the help service bodily doesn’t have time to answer to all of them.

In such instances, you should use the usual reply templates. We have now created reply templates in 10 languages: Russian, English, Japanese, Chinese language, German, Spanish, Italian, French, Portuguese and Korean. It is possible for you to to answer to critiques of international customers with out the assistance of a translator.

You too can add your individual templates to the system.

Utilizing templates doesn’t imply boring and normal replies. Earlier than sending the reply, make some changes to the template to personalize the message.

For instance, we created a template for replying to these feedback through which the person shouldn’t be pleased with a specific app perform. Earlier than sending a reply, that you must change the textual content barely and add data from the overview as an alternative of the knowledge in brackets.

Use templates to save lots of time, however make minor edits earlier than replying in order that the person feels the individualised strategy.

8. Discover featured critiques

Featured critiques are these feedback which have acquired probably the most likes. They comprise opinions that many customers agree with. Due to this fact, remember to analyze these critiques to get insights for product growth.

Customers see these critiques on the app retailer web page. Different feedback can be found by going to the “All critiques” tab. That is what the featured critiques of the Jetradar app seem like within the App Retailer.

For instance, 3 critiques in regards to the Jetair app concurrently talked about the issue with the ticket refunds.

It’s essential repair this downside and to make it possible for these critiques disappear from the featured critiques. Maybe, if extra helpful and crucial capabilities seem within the app, the featured critiques will point out various things.

You too can monitor featured critiques for a selected interval. For instance, after analyzing the featured Fb critiques over the previous 30 days, we will see that customers are complaining about advertisements and hyperlink points after the replace.

The featured critiques assist with understanding customers’ essential issues and get insights for bettering the product.

9. Filter and flag vital critiques

Tags and filters make your work simpler and enable you not miss vital data. For instance, you may flag all critiques the place customers recommend a specific replace.

To tag a overview, merely click on on the add tag button within the Overview & Replies board.

Within the search, you may choose particular tags and see critiques tagged by them.

The Require Consideration filter reveals critiques that require particular consideration.

For instance, within the Subway Surf app some customers are usually not glad with how lengthy it takes to load the app.

Filters and tags make critiques simpler and extra automated. Utilizing them, you may shortly divide critiques into the specified classes.

Conclusions

To construct the best work with critiques:

Assume by your replies to optimistic and unfavorable critiques and create templates. It’s higher to vary the template barely every time earlier than sending it in order that the customers can see that you simply’ve truly learn their overview.
Analyze critiques day by day and reply shortly. The sooner you reply, the higher the prospect there may be that the person will preserve the app.
Analyze the featured critiques, they enable you perceive customers’ main issues.
Report spam assaults. In the event you obtain way more unfavorable scores than typical, ship a report back to the app shops’ moderators. The sooner the critiques are deleted, the much less your score will drop.
Use tags and the Require Consideration filter to work with critiques effectively and shortly. They are going to save time on evaluation and enable you not miss a single vital overview.

We not too long ago launched a worldwide replace platform with skilled overview instruments. With a purpose to attempt new instruments, please apply for beta testing. You should utilize the instruments without spending a dime for 2-3 months. Upon expiration of beta testing, we’ll present all contributors with a personalised plan that will likely be rather more reasonably priced than the usual charges.