You were simply so excited to get your free Android app out there onto the market that you didn’t go through the full process of testing for problems first. Now your app is live, and has received a poor review on your GooglePlay download page. Oh no, that’s it – the end of your app career. A poor review. Now no one will listen to you. Stop now.
We all make mistakes and learn from them – no one is perfect. The real outcome will depend on how you deal with poor reviews. If you do not respond correctly to poor reviews, you will be committing career suicide and your free Android app career will be over before it has had a real chance to begin.
Today we are going to look at how you should deal with poor reviews.
How to deal with a poor review:
1: Embrace a poor review, don’t deny it – The customer is always right – no matter what. They have the right to voice their opinions and be treated with respect whether you agree with them or not. Always respond to a poor review by turning the negative into a positive.
2: Turn a negative into a positive – The black cloud always has a silver lining didn’t you know? It is possible to turn all negatives into positives by showing the user that you have listened to the review and have updated the app to solve the problem. Write back to them thanking them for highlighting the problem, and show how you solved it. Spread this message on your social sites and blog, and respond via the review process. This shows your users that you have listened and acted upon their complaint. If you do not agree with the user, you can write about how the ‘perceived problem’ isn’t a problem, and explain why in a polite way. This will also help solve any misunderstandings.
3: Update the way reviews are seen – Utilize the way reviews are shown on your download page. Ensure that reviews that are the most helpful are shown first. This will ensure that the more positive of reviews are seen first by potential app users. This does not deny any poor reviews, as you will have dealt with the poor reviews in a respectful manner. This just ensures that you are not discriminated against.
You can change the order of your reviews by doing the following:
1. Go to your app review page in GooglePlay
2. Click on the arrow on the right and change the review’s display option to ‘Helpfulness’.
3. Thumbs up the first most comprehensive 4 and 5 star reviews (Do not do this on more than 5 reviews) You can also ask people who have used your app to rate reviews for you.
4: Wait 10 minutes and click refresh.
A word of caution: Never change the reviews, and do not rate too many of the good reviews as this will be detected as suspicious behavior. We strongly believe that it is important to be as honest with your customers as possible and that all reviews are legitimate. However, we also feel that it is not fair that you are discriminated against while you are still learning and making changes to your free Android app.