Although you and your team try to provide the best possible experience for your users, the reality is that no matter how much you try, you will find someone or even multiple people that have negative comments to post about your app. However, when you get dozens or even hundreds of these, and they repeat themselves, you can immediately see that there is indeed a problem with the app and thus it needs to be repaired.
Checking out the reviews and acting based on the needs of your users in essential. And while the positive reviews give a morale boost, the negative ones will immediately tell you where’s the problem and thanks to that you can act accordingly, which is very important.
Usually, app reviews are included in 5 different categories, each one catering to different needs. For example, we have the user experience which is very important in determining the way that your customers are actually using the app and for what purposes. Here you can determine what features are loved by your users and what’s not great for them.
On top of that, you get the functionality issues. These are mostly bugs, and your company needs to take extra care because of that. Being able to see why there are issues with the app, and which ones are them. Thanks to this, you can improve the way the app works.
Additionally, some other users are always complaining by improvements. They lack a feature and want it desperately in the app, and hence the improvements complaints are born. Adding them in later versions is recommended if you want to keep your customers happy.
You also get some general impression reviews as well. Sadly, these can be biased and not that objective, because there are many users that are just maleficent. Yes, they damage your account rating but in the end the others can clearly see that there’s no basis to this. This is also tied to the matters of principle as well. In fact, many people don’t like that an application brings ads or that it comes with too many in-app purchases or that these are too expensive.
There are numerous lessons you can learn from the negative reviews, for example you need to have a minimum of permissions, as too many permissions will just scare the users. Also, don’t force the users to re-download the app when you update, and try to test the app for the device specific issues that appear. If your users want a certain features don’t remove them, instead try to improve and add even more ease of use to them, as this is essential.