97% of Google Play app reviews go unanswered
Published 24th November, 2016 by Stuart Hall
Back in 2012 Google introduced the ability to reply to app reviews. Some have embraced this functionality, while many have completely ignored it. In this overview you'll learn:
- Why should you reply
- Would you leave the majority of email support requests unanswered
- How to use replies effectively
- What about on the Apple App Store
- How do you start replying
Want to generate AI-powered positive review responses effortlessly?
Try Appbot AI Replies, free for 14 days →
We dug into a random selection of 3.5 million app reviews in the last month and looked at the reply rates.
| Ratings | Replies |
|---|---|
| ★ ★ ★ ★ ★ | 1.9% |
| ★ ★ ★ ★ ☆ | 3.5% |
| ★ ★ ★ ☆ ☆ | 4.7% |
| ★ ★ ☆ ☆ ☆ | 5.4% |
| ★ ☆ ☆ ☆ ☆ | 5.2% |
| Average | 2.9% |
There is a higher rate of reply to lower ratings. This makes sense as lower ratings generally means the user is having issues. Replying to 5 star reviews is normally just a “thank you”.
But still, almost 95% of 1 and 2 star reviews are left without a reply.
Why should you reply
- To provide great customer service.
- To protect your brand.
- To stand out from the competition.
- To get to the bottom of issues so you can fix them.
- To turn 1 star reviews into 5 star reviews.
Would you leave the majority of email support requests unanswered
Just think about it. You probably do what you can to make sure your support response is as short as possible. Many of us aim for less than 24 hours.
But the majority of developers completely ignore support requests left as app reviews. Most of these app reviews have negative ratings. When reviews and ratings have such a major impact on rankings it seems like these are the support requests we can least afford to ignore.
How to use replies effectively
Replying to app reviews is no different from providing great support. Here are some great examples:
My tips:
- Greet them by their name.
- Acknowledge the user is having an issue.
- Be polite and conversational.
- Provide clear instructions on how to fix their issue or how you will deal with it.
- Prompt them to follow up with your support email / site.
What about on the Apple App Store
Some developers make a lot of noise that Apple should start allowing developers to reply.
If only 3-5% of developers are willing to reply why would Apple start giving the expectation that a user may receive a reply?
But if you are committed enough you may be able to track them down to reply.
How do you start replying
The Google Play console allows you to start replying to reviews.
We at Appbot bring this opportunity to you via integrations like Slack, Zendesk, and Zapier. So you can start making app reviews part of your normal customer support workflow.
We can also email you reviews when they appear and you can follow a reply link directly from the email.
Try it free for 14 days at Appbot.co.
Don't miss the opportunity to talk
I'm a big believer that, especially in the early days, the products that win are the ones that deliver what their users want. By engaging and talking with them we can start to understand where our products fall down and where they excel.
Why would you pass on that sort of opportunity?
Want to generate AI-powered positive review responses effortlessly?
Try Appbot AI Replies, free for 14 days →Where to from here?
- Learn more about the staggering growth of responding to app store reviews.
- Explore 5 reasons to app developers should reply to Google Play reviews.
- Check out Appbot's app review checklist for comprehensive feedback management.
- Reply to app store reviews on the Apple and Google Play stores for happier customers and better star ratings.
- Stay informed and in control of your app's reputation with Appbot's comprehensive app review monitoring tool.
About The Author
Stuart is Co-founder & Co-CEO of Appbot. Stuart has been involved in mobile as a developer, blogger and entrepreneur since the early days of the App Store. He built the 7 Minute Workout app in one night and blogged the story of growing the app to 2.3 million downloads before exiting to a large fitness device company. Previously he was the co-founder of the Discovr series of applications which achieved over 4 million downloads. You can connect with him on LinkedIn.
Enjoying the read? You may also like these
Introducing Appbot AI Appbot is leveraging next generation AI to offer even more powerful, personalized and time-saving features for managing app reviews. We're working with Chat GPT and others to ensure our customers remain at the forefront of the adoption curve, and stay ahead of their competitors.
Excellence in app store review management is key when it comes to making apps more useful, beautiful & profitable. See our tips to manage reviews effectively.
Do users prefer to leave positive feedback or is the perceived risk of negative reviews in the app store real? Read on to find the answers based on our analysis.
Master the art of mobile app growth hacking with this definitive guide. Explore 5 key areas: Market, Storytelling, Capturing the Market, Downloads & Conversions.
