For over 5 years, app users have been able to share public reviews about your app in Google Play and recently, in the App Store. Strangely, most businesses still don’t respond to their reviews.
This is a missed opportunity and a practice all businesses should be adding to their list of tasks to complete on a regular basis. Not only can reviews help drive further business but a response to a review can dramatically change the outcome.
Still haven’t convinced you? Here are my top my five reasons why every app review should ever be left without a response:
1. Turn a 1 star into 5 stars
A frustrated user is a user you don’t want to be reviewing your app publicly but unfortunately, it’s out of your control. There is one thing you can control and that is the outcome. A negative review is an opportunity for you to turn a frustrated user into a fan and possibly even a loyal advocate.
Here’s a great example of how businesses can respond and completely change the outcome:
2. Stand out from the crowd
With 97% of Google play reviews going unanswered, being part of the 3% means you stand out from the crowd. Pounce on each and every review so you’re known for great customer support.
3. Encourage others
“Reviews and ratings are a very strong signal for us on Google Play” – Ankit Jain, Previously Head of Search & Discovery at Google Play.
Being seen to be leaving replies encourages others viewing your app page to also leave reviews. An engaged business creates an engaged community of customers. Large review volumes don’t just positively impact your position in the app stores but also in search position.
4. New feature ideas
Reviews can be full of great ideas for new features. Through app reviews, you don’t just have the ability to find recurring themes (which you probably want to add to your roadmap), but you also have the ability to contact users through App replies to find out what the real pain points are.
Finding and mitigating those pain points can only mean a clearer roadmap and a better product = less negative reviews in the long run.
5. Find new bugs and issues
Similar to user testing, app reviews can be a great source for finding bugs and other issues. Keep a close eye on your app reviews and fix (or troubleshoot) any issues as they arise.