Anatoly Sharifulin is CEO and co-founder at AppFollow.io
On the subject of working with consumer suggestions on app shops, most sport builders are inclined to react to unfavorable evaluations with a 1-star score, contemplating them a very powerful
Unhealthy information — these gamers have more than likely already uninstalled your sport and received’t provide you with one other probability anytime quickly.
The excellent news is that the remainder of the evaluations include details about bugs and crashes, annoying adverts, tough sport ranges, and native issues which you shouldn’t overlook if you wish to maintain gamers within the sport.
However find out how to navigate by the hundreds of evaluations gamers go away on shops day-after-day and choose solely those who matter probably the most?
Three varieties of sport evaluations it is best to be careful for
1. Lengthy evaluations
At AppFollow, now we have analyzed 7 million of App Retailer and Google Play evaluations to grasp how the size of a overview pertains to its score:
2-star evaluations have the longest texts. In such evaluations gamers often describe points they face taking part in the sport or share their concepts on find out how to enhance it.
Most 1- and Three-star evaluations are the identical size. Nevertheless, 1-star evaluations usually include extra basic “Very dangerous” suggestions with out particulars that may make it easier to get to the actual points.
Surprisingly, there are various prolonged Four-star evaluations. These evaluations come from loyal gamers who need to assist enhance their favourite sport.
5-star evaluations are the shortest and infrequently supply extra particulars than “Cool sport” or “Superb”.
Working with lengthy evaluations is a good way to enhance not solely participant loyalty however your sport as properly.
Irrespective of whether or not they give a 2- or Four-star score, the truth that they invested this a lot time into writing such an in depth overview exhibits that they don’t seem to be detached to your sport and need it to change into higher.
Lengthy evaluations are like gold mud for sport builders
When replying to such evaluations, don’t restrict your reply to a brief “Thanks” observe. That might be extra more likely to infuriate these gamers slightly than make them extra loyal.
Quite the opposite, your honest response will make them really feel appreciated and that their suggestions was invaluable.
If gamers ask questions or recommend a characteristic, then tag or accumulate these evaluations. This method will make it easier to discover them so you’ll be able to replace your reply when you’ve mounted the problem or added one thing they wrote about.
2. Up to date evaluations
One other highly effective technique to maintain customers in your sport is to watch overview updates and react to them in a well timed method.
Rankings altering for the more serious, for instance from Four to 1 star, is a warning signal that your gamers are experiencing issues. With out the developer’s consideration to their case and a fast response, these gamers could uninstall the sport.
One consumer up to date his evaluations 19 occasions in a single week in makes an attempt to carry the developer’s consideration to points within the sport
Three. Essentially the most frequent issues and requests
Of their evaluations many gamers write about the identical issues or ask for comparable options. The semantic evaluation is useful right here and means that you can rapidly spot:
Bugs and crashes
Annoying adverts and overpricing
Troublesome ranges and navigation issues
Analyzing evaluations by subject and addressing them without delay will help dramatically enhance the loyalty of an enormous group of customers.
Furthermore, in accordance with analysis now we have just lately carried out, 15% of customers replace their overview and score after the developer has answered.
So, it will positively affect not solely consumer retention however your sport’s common score on shops as properly.
20% of Township sport gamers wrote about IAPs worth of their evaluations
How one can measure the influence of your solutions
How one can perceive that your work with evaluations achieves outcomes? Whereas a median score of Four.5 stars and above might be a long-term goal, we advocate the monitoring of updates to answered evaluations and their scores:
Additionally, regulate participant satisfaction scores and the correlation between constructive and unfavorable evaluations.
A rating nearer to 100% implies that customers are completely satisfied general together with your sport.
Anatoly Sharifulin is CEO & co-founder at AppFollow.io, the instrument that helps apps change into top-ranked on app shops.
Anatoly has been concerned within the growth and promotion of cellular apps since 2009. Beginning off as a developer, he rapidly rose to change into head of product and launched his personal cellular startup in 2013.