How to Manage the User Feedback on Your App

How to Manage the User Feedback on Your App

So, you've launched your new app on the market, but the user feedback could be better, and the current rating doesn't really help you achieve better results and the amount of traffic you get doesn't look very promising. What could be the reason behind this? Is the icon not too attractive? The app page isn't very convincing? Then consider trying ASO. But what if traffic is nice, but the users are uninstalling the app after a few hours of usage? There must be a reason behind this, and if you didn't bother to implement analytics inside your app, then it's important to look at feedback management. In fact, it's important to look at it anyway – you need to learn what makes the users leave and work hard to keep them.

The best way to make sure that you are doing it right is by managing the feedback – either on your own or getting a PR agency to respond to reviews and sending you a list of issues the users have. In case you want to handle this on your own, then it's a good idea to learn a few things about efficient feedback management to make sure that your application or game is well-handled and the app rating remains positive – after all, it affects the position of your app as well as the chances of convincing the user who is browsing the app store to visit the app page and download the app.

What you need to keep in mind while handling the user feedback

There are certain things you need to keep in mind while dealing with app store reviews. There aren't that many, but you need to remember them in order to improve the user retention and make sure that your efforts are working as intended. Let's take a look at them.

  • Read all of the reviews. This way you can make sure nothing is missed. Make sure to spend and hour or two checking them and responding to them. And don't forget to thank users for their reviews – after all, positive ones improve your position on the market and drive new users towards your application or game, while negative ones point out the issues in your app and let you improve them;
  • You need to remember that the users are also people – they can get emotional if your application or game doesn't work correctly. It also means that it was meaningful to them and they had high expectations for your app, but the end results were underwhelming. Understand that and stay polite even if the user review is very offensive – it's important to remain professional in any situation and make sure that in the end, the user is happy. Sometimes even the rudest user can be converted to the most loyal customer;
  • Ask for additional information about the issue – learn as much as possible about it and try to learn how you can reproduce it and try to gather as many additional details as possible to make the tracking down and fixing the bug easier and faster for yourself;
  • Once the issue is dealt with, inform the user about it – and don't forget to thank them for pointing it out, because chances are, someone else has already encountered it and uninstalled the app without even telling about it;
  • Ask the user whether they would like to reconsider their reviews to reflect the current state of your app. Sometimes users don't bother with it, so gently reminding them about it and following up on it later is a good idea to make sure that the rating of your app reflects its current state, as well as user reviews.

As you can see, user feedback app management is not rocket science, but it's important to handle it professionally to make sure that the users are happy and your performance on the market allows you to make money from the product of your hard work. Both iOS app reviews and Android app reviews must be handled either by you or by a competent PR professionals who know what they are doing.