AUTHOR
Jan Nuc

Stars Rule: How to improve feedback and increase app ratings

Reviews and, above all, the number of stars in app stores often decide whether a user clicks the Install button or walks away. After all, if others are not happy with the app, why should he be? At Etnetera, we know how to create an app that has a high rating in stores and at the same time help dissatisfied users as efficiently as possible. Curious about our approach? Keep reading to find out.

Consider any mobile application that you use on a regular basis. If it functions smoothly and meets your expectations, you likely continue to use it happily without giving it much thought. However, if you encounter an issue, you may feel compelled to vent your frustrations by leaving a negative review and a low rating in the app store. Although developers typically provide a support email for users to report issues, this avenue is often underutilized. As a result, developers may need to actively seek feedback by monitoring reviews, which can be a slow and inefficient process.


What if there was a more effective way for users and developers to communicate? At Etnetera, we strive to satisfy both parties by offering a user-friendly feedback system.


We understand that asking for feedback can be annoying. Some applications employ pop-up windows that incessantly request feedback until you interact with them. However, we think that this approach is not the best way to go about it. We believe that feedback requests should be integrated seamlessly into the application environment, rather than being intrusive. With our feedback system, users can choose to rate the application if they wish, but they also have the option to hide the request if they do not wish to provide feedback.


If the user has something to say - all they have to do is click. We ask a simple question that has two answers.


Are you satisfied with the app?

  • Yes, I am.
  • No, I am not.

The best scenario is when the user is satisfied with the app, and in that case, we offer them the option to rate the app through a star rating scale within the app itself. Alternatively, we can redirect them to the app store to rate the app.


However, things get a bit more complicated in the second case when something doesn't work as intended. This is obviously a bad situation for both users and developers.

However we have a solution for this scenario as well. We offer an option for users to contact developers by filling out a form to describe the problem they encountered. This way, developers receive the report immediately and can start working on a fix for the next update. This is the fastest way for a user to request a fix, and the information is also shared with the app owners and product managers.


By offering this solution, both users and developers benefit. Users can quickly contact support, developers can immediately start working on a solution, and updates can be released faster, resulting in the highest possible app rating. Additionally, this solution allows us to reach users who may not have otherwise gone to the app store to rate the app.

How we manage to increase the number of stars on one of our client's apps:

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