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How to Handle Negative App Reviews for Better ASO?

Profile photo of Gangadhar Kulkarni Submitted by Gangadhar Kulkarni March 15, 2016

Negative-App-Reviews-Handle-With-Care

App Reviews are the important part of App Store Optimization (ASO). The negative reviews create bad image of your app and your company towards the people.

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The most of the people always read the first 3 to 5 reviews before downloading any app. If your app reviews are negative then it may happen that user will switch to another app without downloading your app.
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This ultimately result in a decrement in app downloads.
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We are unable to handle the app reviews directly but yes indirectly we can handle it.
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It’s very simple…
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Find the reasons for the negative app reviews and resolve them.

Here Are The Possible Reasons For The Negative App Reviews

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1.  App Complexity

Many times it happens that the app is very complex that users may face the problem in using it properly and sometimes that irritation results in the negative app review.

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2.  Not Providing Listed Features

Sometimes, it happens that you have listed many features in the app description of app store but truly your app is not providing all that features. The users are downloading your app because of its features and if you are not providing the same then it will definitely result in a negative app review. It is about trust that what you’re writing and what you are providing.

3.  Lot of Bugs & Crashes

We all hate bugs. If your app contains a lot of bugs then surely it will ultimately result in negative app reviews. No one likes to use the app with bugs and crashes.
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4.  Make the Phone Hang or Consumes Much Battery

No matter how awesome your app is but if it makes the phone hang or consumes the much battery power then on one is going to use it. It is also the reason which leads the user towards the negative app review.
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There are many other possibilities. Just think from user’s perspective and you will get it.
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You can use the above reasons as the prevention of negative reviews also.
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Do the full testing before launching any app to prevent 1, 3 and 4 points listed above. Always double test the app usability before launching it in the market.
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And if we discuss the 2nd point, then it’s totally on your hand. Don’t list wrong features to get good app store ranking and a good number of download. Because you can get more downloads but uninstall rate will increase and also negative app reviews which ultimately results in the poor practice of app store optimization.
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So keep your app description fully informative based on your app and clearly write the key features of your app.
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If you keep above two things in mind there are very fewer chances to receive negative app reviews.
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Yeah… Prevention is always better than cure.
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But,
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What If You Received Negative App Review? How To Handle It?
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Don’t worry…We can learn from the mistakes and also make it positive if we handle it with care. J
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Always reply them…
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If you got the negative review don’t ignore it. If you ignore it then it indicates the sign of irresponsibility. And people don’t like irresponsible people.
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You can learn a lot from the negative reviews. It can be part of your success also.
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Here are Some Examples

If you got the review and it’s totally your fault, then don’t be ashamed of apologies. You must have to apologize for the inconvenience. But a just apology is not the solution; if possible, provide them the perfect solution based on their needs.
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Always try to reply your negative review in short time periods which show that you are taking care of your app users.
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You can learn much from your review. If your users are demanding for some extra feature and you have the ability to add it in your app then it makes your app more valuable.
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You can use Emojis to make your reply more effective.
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What will be the Result After Your Replies?
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If you have given the satisfactory reply then many of your reviewers may change their opinion and your negative reviews will be converted into positive once.
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Yeah….That’s what we really wanted……Smile

This post was originally published in http://www.seogdk.com/2016/03/how-to-handle-negative-app-reviews-for.html by Gangadhar Kulkarni

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Profile photo of Gangadhar Kulkarni
Gangadhar Kulkarni is a Internet Marketing Professional having extensive experience in SEO and SMO. He is also founder of seogdk where he shares information about SEO, SMO, SEM, blogging and web technologies by way of articles. Feel free to contact him regarding SEO, SEM, SMO projects and queries, just visit his blog Seogdk.

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