How should you respond to app reviews?

App developers will often find themselves at the mercy of rating figures. In fact, statistics have shown that improving ratings can increase conversion rates by up to 770%. Also, major app markets often work on algorithms that promote highly-rated apps. Therefore, it’s vital that you are able to engage with customers, respond to feedback and actively try to improve the reviews and ratings that your app receives. Here are some tips on responding to all types of user reviews.

Focus on low ratings

Not everyone within the mobile community is guaranteed to like your app but if you find a number of users giving low ratings, it may be a sign that there’s a common issue. Look towards the lower end of your ratings and engage with users that have had negative experiences. Try to identify the issue and respond with a professional and friendly message, assuring them the problem will be solved.

Ignore nonsense

It can be difficult to read negative reviews about a project that you have invested a lot of time and effort into but it’s important not to get bogged down in reviews or comments that are simply intended to insult or abuse. Try to filter out nonsense reviews and focus on feedback that offers constructive criticism or actually points out problems with the app.

Say thank you

If you find that positive reviews are building up, be sure to thank your users for their feedback. After all, they are responsible for the success of your business. Cherry pick reviewers on a regular basis and respond with a personal message, thanking them for their kind words. This is also a great opportunity to encourage users to promote your app by suggesting it to others.

Address users by name

It’s important to remember that your users are people and not just a rating figure. Ensure that when you reply to their review, you address them by name. This will add a personal touch to the message and assure them that they have been heard and their concerns are being addressed.

Make improvements

Actions often speak louder than words and if you’re looking to ease the worries of users that have had negative experiences, fixing the problem is the best solution. If you see a common thread throughout the negative reviews of your app, identify what the issue is and begin work on fixing it. Send a reassuring message to users and let them know you have taken their feedback on board.