How to handle reviews and improve the app rating?
Let’s see how good work on reviews can increase your app’s appeal. A high rating pushes the app closer to the top of search results and it may influence the conversion from views to installs. Two-thirds of users look at the average rating before they install an app. If your app has a low rating, you will most likely lose users. An app with a 3-star rating may lose a half of potential installs while an app with 1-star or 2-star rating may lose them all. Let’s talk straight about how to handle reviews and improve your rating.
Why are negative app store reviews useful?
The desire to leave a negative review is always stronger. People are more willing to share what doesn’t suit them. That’s true – when people have positive experiences, they take them for granted. But a negative app store review is not the end of the world. Let us explain why.
- It is your window of opportunities. You understand now what needs to be improved in your app. If negative feedback lacks precision, ask some clarifying questions.
- Negative feedback can be fixed. Solve the problem and tell the user about it. Then ask them to change the rating. Haters and critics are often the most involved users.
- You can look at negative reviews of your competitors to avoid their mistakes. Negative app store reviews are the most informative and useful. They have a lot of insights.
What can I do if my competitors are leaving negative rating reviews?
In this case, the temptation is great to make it personal and act rude. Please resist it. Even if there is not a word of truth in the review, stay reasonable and polite. Other users will see your response. The way you work out the negative may influence their loyalty. If the rating review is misleading, your answer should be rational. Provide some evidence or examples and ask not to mislead other users.
Still, the app store rating is low. What should I do?
A negative app store review is believed to be worth 5 to 10 positive ones. Thus, while you ask users to change their negative ratings, you may want to increase positive ones. But how?
Most users are too lazy to leave positive reviews even if they love the app. Just remind them about it. It’s crucial to consider various triggers to influence users and make them rate your app. The right time, for example.
Some negative app store reviews may be related to inappropriate time. If you ask to rate the app at the most interesting moment of a game, it will cause a bad response. But if you ask for a rating when the user has achieved something in the game, it’s much more appropriate. For apps with in-app purchase functionality, asking to rate the app once the user has successfully placed an order, may be the best option.
A certain number of times the user opens the app may be another trigger. Say, they open your app at least ten times in three days. This means that you’ll limit your audience but those who remain will most likely leave positive ratings.
The bottom line is to ask for an app rating once the user completes the target action or is in waiting mode. There are various trigger options depending on the kind of app you have. Rate My App is a feature available to everyone that’s easy to introduce and configure.
Analyze the indicators to track how your app rating is changing and if your users are becoming more active. With an idea of the current rating trend (whether it’s growing or sinking) and its reasons, it will be easier for you to build a promotion strategy and make forecasts.
There also is a rather unethical way to handle reviews on Google Play. We can’t help but tell you about it since the topic often pops up. It works as follows: If the user leaves a low app rating, it opens a support ticket; if the rating is high, it goes to the store. It’s against the rules, but some people take the risk. Ban is the price. Most likely, not forever, but for a while for sure, until everything is fixed. Typically, this can be found out during app updates when checking the assembly. You also can check an already uploaded update selectively; this happens less often, but it happens.
Should I buy rating reviews?
It’s better not to resort to illegal actions. Stores, as a rule, delete 90% of those reviews. A boost in positive app ratings at a time may raise suspicion. What’s more, purchased reviews often have the same type. They can be tracked easily and may cause a greater negative response on the part of real users.
When may I not respond to app store reviews?
A response is always better. Even if the user wrote you a word or two of praise, responding will be worth it. By doing so, you maintain a level of engagement. Show that real people are behind your app and you value feedback. Stay in touch with your audience to influence their loyalty. You can create your own style. Respond with humor and irony if this suits you. Your response may become part of the game. The user may think like ‘hey, I want them to write something funny to me too, so I’ll leave them some feedback.’
Should I set up an automatic response?
No, you shouldn’t. Automatic response won’t replace live communication. Develop a real-time dialogue with your audience. Furthermore, awkward situations can occur if you happen to set up your automatic response wrong. Say, a user leaves a plain judgment without reasoning. And then he or she gets your response: “We’ll fix everything, please email us.” Or they may leave an app store review in English and get a response in Russian. It may turn out quite awkward. It would be best if you respond later, but your response is your own. This may increase user loyalty.
Should I reset my app ratings in App Store?
This makes sense if you’ve fixed all shortcomings. Then, with the next update, you can reset the app rating. Such a new start may be beneficial. You cannot reset your rating on Google Play, so you should test the app carefully prior to the official release. The only thing you can do is report a review if it is completely irrelevant or offensive. If a store (both App Store and Google Play) considers it unacceptable, it may delete it.
Google app reviews are indexed, including beta versions. Use this while finalizing your app – motivate users to leave feedback. Expand the semantic core.
A review checklist
- Work on reviews consistently
- Act quickly
- Don’t ignore negative rating reviews, respond constructively and politely
- Ask clarifying questions if negative feedback lacks precision
- Analyze negative feedback your competitors receive
- Avoid canned response
- Ask for feedback at an appropriate time (waiting mode or action completed)
Handling app store reviews is a non-stop process that will help you boost your app rating and get more installs. Don’t miss the opportunity to get better! Share your case studies. And, of course, contact us at [email protected].