How to Handle Negative App Reviews for Better ASO?

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

Most people always read the first 3 to 5 reviews before downloading any app. If your app reviews are negative then it may happen that the user will switch to another app without downloading your app.

This ultimately results in a decrement in app downloads.

We are unable to handle the app reviews directly but yes indirectly we can handle it.

It’s very simple…

Find the reasons for the negative app reviews and resolve them.

Here Are The Possible Reasons For The Negative App Reviews

1.  App Complexity

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

2.  Not Providing Listed Features

Sometimes, it happens that you have listed many features in the app description of the app store but truly your app is not providing all these 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.  Lots 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 an app with bugs and crashes.

4.  Make the Phone Hang or consume Much Battery

No matter how awesome your app is but if it makes the phone hang or consumes the much battery power then one is going to use it. It is also the reason which leads the user towards a negative app review.

There are many other possibilities. Just think from the user’s perspective and you will get it.

You can use the above reasons for the prevention of negative reviews also.

Do the full testing before launching any app to prevent the 1, 3, and 4 points listed above. Always double-test the app's usability before launching it in the market.

And if we discuss the 2^nd point, then it’s totally in your hand. Don’t list the wrong features to get a good app store ranking and a good number of downloads. Because you can get more downloads but the uninstall rate will increase and also negative app reviews which ultimately results in the poor practice of app store optimization.

So keep your app description fully informative based on your app and clearly write the key features of your app.

If you keep the above two things in mind there are very fewer chances to receive negative app reviews.

Yeah… Prevention is always better than cure.

But,

What If You Received a Negative App Review? How To Handle It?

Don’t worry…We can learn from our mistakes and also make them positive if we handle them with care. J

Always reply to them…

If you got the negative review don’t ignore it. If you ignore it then it indicates a sign of irresponsibility. And people don’t like irresponsible people.

You can learn a lot from 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 to apologize. 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.

Always try to reply to your negative review in short time periods which shows that you are taking care of your app users.

You can learn much from your review. If your users are demanding some extra feature and you have the ability to add it to your app then it makes your app more valuable.

You can use Emojis to make your reply more effective.

What will be the Result After Your Replies?

If you have given a satisfactory reply then many of your reviewers may change their opinion and your negative reviews will be converted into positive ones.

Yeah….That’s what we really wanted……J

Anjana Ratadiya is Digital Marketer at Guru Technolabs, where you can get App Store Optimization Services. She is a Crazy Reader, Good Listener Enthusiast, and loves to explore information on SEO, ASO, and Digital Marketing.