App reviews in the app stores help users understand the value of your app. They are therefore a key factor in the decision-making process. Of course, a 5-star rating is what everyone would like to receive, but dealing with bad reviews is also a good way to show how much you care about your users and your app.
The Biggest Question is Often: Can I Remove a Review or a Rating?
Unfortunately, the answer is no. But there are a few things you can do to use the app review ratings to your advantage, and get as many users as possible to download your app.
Voting Reviews in the Google Play Store
Some reviews just are not at all helpful, but as long as the review is not inappropriate, you cannot remove it. However, to indicate whether a review is helpful or not, you can use the thumbs-up/thumbs-down voting system that is available to every app store user.
Publicly Replying to Reviews
Replying to a review is a nice way to engage with your users. Replying to both good and bad reviews shows that you care for your users and actively maintain your app.
- Google Play Store: View & analyze your app's ratings & reviews
- Apple App Store: Respond to customer reviews
Resetting the Overall App Rating in the Apple App Store
For your iOS app, you can reset the overall app rating when introducing the next app version. Previous app ratings will no longer be visible. Still, each individual user review will be visible after the reset. And until you have a fair amount of new ratings your app store account will display a message stating that you did reset the overall app rating.
Reporting Inappropriate Reviews
Both app stores have strict rules when it comes to commenting. Whenever a comment is about an incorrect topic, is violent, an advertisement, or is otherwise deemed inappropriate, you can report that and the comment will be removed.
- Google Play Store: Posting policy
- Google Play Store: Instructions on reporting inappropriate reviews
- Apple App Store: Report a concern
Downloading Reviews from the Google Play Console
For your Android app, you can download several metrics, including average rating and the number of submitted ratings.
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