The last thing you want after working so hard to create and launch your app is negative feedback. According to research, 50% of mobile users will not consider an app with a 3-star rating. A 2-star rating reduces this figure to 85%. Ratings and reviews have a significant impact on your app store optimization (ASO) and app store ranking. Such issues can be avoided by understanding what causes negative reviews.
It should be noted that negative reviews are not the only form of dissatisfied user expression. Some unhappy or upset users will tell their friends about their negative experiences or share their thoughts on social media, discouraging others from using your app.
What causes negative app reviews?
Bad reviews are generally because of bad user experience. While you are doing everything to market your app right but bad reviews can have a high impact on all your marketing activities including
ASO. Here are 8 reasons which might cause negative app reviews:
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Freezing: 76% of users said an app that freezes would cause them to write a negative review.
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Crashing: Some customers will not open your app again if it crashes just once.
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Bugs: This also applies to app updates. A popular app can receive a slew of negative reviews after just one buggy update.
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Draining the Device Battery.
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Poor performance: Users will react negatively if an app takes more than a few seconds to load.
● The app is
difficult to use: if an app is difficult to use, it is likely to have a low adoption rate, negative reviews, and a high abandonment rate.
●
Poor User Interface: The user experience will be bad if an app has counterintuitive menus.
●
High Memory Use: Apps that require a large amount of memory can be slow and crash. Users dislike slow apps, and some will not tolerate them at all
So, how to manage those negative reviews?
By dealing with negative app store reviews ahead of time, you can:
● Respond to people's concerns and establish a rapport with your audience.
● Demonstrate to current and potential users that you value their feedback.
● Increase trust in your app by demonstrating your willingness to listen and improve when something isn't working.
● Work with negative reviewers to resolve their issues and persuade them to change their ratings.
If you don't respond to negative reviews and instead try to ignore them, it will appear that you are ignoring your product and users. Negative reviews are difficult to deal with, but the cost of not dealing with them is high.
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Acknowledge negative reviews
The first step in responding to a negative review is to empathize and admit that there is a problem. Honesty is the best policy if you can see that the user is correct about the feature they're complaining about. You should admit your mistake and resolve to improve.
Do not take negative reviews personally
Negative app store reviews can be excruciating. You've put a lot of effort into your app, and it's disheartening to see users complaining about it after only a few hours of use. However, regardless of how rude or disrespectful the reviewer is, it is critical to never take negative feedback personally.
As a general rule, you should respond to negative reviews calmly and coolly. If the review feels particularly unfair or annoying, wait a few minutes before responding.
Your job is to de-escalate the situation and re-engage that user. Remember that this is all happening in public, and potential customers will be paying attention to your responses just as much as they will to the reviews.
Take them to DMs
You might want to take it to another channel if you want to deal with negative app store reviews in depth. This could include inviting the user to message you privately or to contact you via your dedicated support email.
This not only allows you to deal with negative reviews away from the public eye, but it also allows you to build a relationship with dissatisfied customers and work with them to resolve the issue. This may persuade them to amend or remove the negative review.
Respond to online reviews automatically
Your strategy for dealing with negative reviews must be consistent. This can imply formulating or even automating some of your responses when scaling up.
You can design different processes or templates for various types of reviews. This will allow you to respond more quickly and consistently in your brand voice, and it can be the first step in a formalized process for dealing with negative reviews. The faster you can respond to reviews, the better.
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Don't be defensive in the face of negative feedback
When dealing with negative reviews, the last thing you want to do is appear defensive. This goes against everything we've discussed thus far: if you're defensive, you're not empathizing. You're not building a rapport with the reviewer if you're defensive.
If potential customers see you defending your app against perfectly reasonable criticism, it will appear that you are unaware of your flaws. It will appear that you are unwilling to do the necessary self-criticism to improve and iterate on aspects such as UX (user experience) design.
If a negative review points out a bug in your software, thank the reviewer and let them know you've forwarded the review to the developers.
If you can quickly fix the bug, release an update and mention it in the patch notes. With the recovery paradox, mistakes are acceptable as long as they are repaired. You could even respond directly to the customer review, informing them that you've fixed the bug.
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Consider constructive criticism
If you understand what constitutes good UI design and how to implement it, you understand the significance of user feedback. One of the most important tips for dealing with negative app store reviews is to use them as a learning opportunity. Even negative feedback is a form of high-interest engagement. When you launch your app, the worst possible reaction would be indifference.
If a user complains about a flaw in the app, you should consider it a feature request. If your app is new, it is possible that you do not yet have the product-market fit you seek.
Handle negative feedback
Negative reviews are frequently perplexing, unreasonable, or bizarre. Make things easier for the support staff by having your message and any other information ready in a note.
If you are unable to get Google's support team to remove a review, you may need to enlist the help of some users. Request that they flag and report the reviews from the perspective of the user, claiming that the review is inaccurate, offensive, or contains strong language.
Case studies about how we work with App Reviews:
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