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How To Come Out On Top When Dealing With Negative Reviews

App developers have a love/hate relationship with reviews. From one perspective, a pack of great reviews on a widely searched site like Yelp, Amazon, or the App Store can drive revenue increases for your app.

However, bad reviews can weigh you down and make users wary to spend money or time on your app.

Often we’ll want to shrink away or fight back against bad reviews, but that can be counterproductive and even more damaging – rather, taking a proactive approach to the review system and getting to know your users is the more solid approach.

Consider this:

  • 60% of users consider reviews important
  • 80% of users say reviews impact their decision to purchase
  • Only 7% of users never look at reviews
  • A single star of improvement on Yelp can lead to a 5-9% revenue increase

Clearly the benefits to reap are massive.

Keeping the goal of helping the user in mind can mean the difference between a stellar review profile and a list of complaints that drive away new business.

The three key steps in keeping your reviews in check are:

  • Monitor
  • Invite
  • Respond

You should monitor the app store and social media, invite your users to offer feedback and receive support, and lastly, respond to complaints with iterative fixes and attentive customer service.

Further, bad reviews aren't the final say on your app. The App Store shows reviews for the latest version of your app by default, so updates and new releases provide you with a shot at redemption. 

Keeping an eye out on your reviews will allow you to build a deeper connection with your users and provide better releases.

Sources: Google, Jakob Nielsen, Mike Smith, Markingcharts.com, eMarketer, Chris Thompson, Apptweak, Apptentive


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