How to deal with negative reviews

Oftentimes there is a chance to change the user's opinion about your app for the better if you respond to his or her negative review correctly.

Avoid one-word answers without apologies. It is next to impossible to comfort an angry user with a short reply, it will rather look rude and cause much more negative effects
Avoid too much formality. Formal language often makes you sound like a robot.
It is important to show your empathy for the user. If there is a real problem in your app, you need to acknowledge the mistake.
Try to help the user in your answers. Avoid using quick reply templates when responding to negative reviews. You should always consider the context and see if the template reply is good enough for this very case.
Thank the user for error messages in your application. Feedback like this can keep users on your app.
Provide the user with details on every problem solution. Sometimes users don't understand why you removed their favorite feature. Reasonable answers can also help to cope with negative feedback.
Respond to reviews quickly. The sooner you help a user solve a problem, the more likely he decides to continue using the app and improve the app rating.

Please contact us if you find biases, swearing or insults in a comment or review. We will try our best to solve the problem.

How to deal with negative reviews​