SlideShare a Scribd company logo
1 of 34
Download to read offline
Reputation Management
for Apps & Games
CEO & Co-Founder, AppFollow
Anatoly Sharifulin
Specially for UA Webinar
Part 1.
Intro
Part 1 Intro
3
What is Reputation Management?
Part 1 Intro
1. Monitor average rating
types of avg. ratings, overall vs. country, benchmarks
2. Analyze user reviews
types of reviews, key metrics: sentiment score, avg. ratings
3. Reply to reviews
all vs. important reviews, integrations with help desks
4
What is Reputation Management?
Part 2.
Reputation
Management
6
1. Average rating is important
for User Acquisition and ASO
Part 2 Reputation Management
40
Part 2 Reputation Management
41
Part 2 Reputation Management
✭
✭✭
✭✭✭
✭✭✭✭
✭✭✭✭✭
0 % 25 % 50 % 75 % 100 %
Source: Apptentive45
Low average rating "kills" conversion rate
Part 2 Reputation Management
43
Average rating of featured apps & games is 4.5
Part 2 Reputation Management
Source: AppFollow
11
Benchmark for average rating:
min: 4.0, target: 4.5+
Part 2 Reputation Management
12
Part 2 Reputation Management
Average rating: Overall vs. Country
vs.
Avg. rating
by stars
Avg. rating
by reviews
35
Part 2 Reputation Management
Which is a true rating?
14
Part 2 Reputation Management
>
<
=
True rating (= app quality) is an average rating by reviews
15
2. Working on reviews is important
for UA, Game Dev & Customer Support
Part 2 Reputation Management
26
Part 2 Reputation Management
Featured/Helpful reviews
17
Part 2 Reputation Management
Average rating by Featured Reviews
2. Reputation Management
18
Dig into reviews to find insights
2. Reputation Management
19
Dig into reviews to find insights
2. Reputation Management
20
Sentiment score is a new key metric (based on reviews)
21
3. Replying to reviews is important
for UA & Customer Support
Part 2 Reputation Management
Every day, developers respond to more than
100,000 reviews in the Play Console, and when
they do, we’ve seen that users update their
rating by +0.7 stars on average
Google, May 2019
18
Part 2 Reputation Management
2. Reputation Management
Source: AppFollow23
Average rating changes with every developer’s reply
The best result:
2. Reputation Management
24 Source: AppFollow
If you reply quickly, users can change rating
2. Reputation Management
25
Reply time is another important metric
2. Reputation Management
26
User reviews is a new channel of getting feedback
1. Featured/Helpful reviews
2. Rating became worse, e. g. 4* → 1*
3. Rating became better, e. g. 1* → 5*
4. Long reviews
5. Updated reviews with the same rating
34
5 types of reviews to watch out for:
2. Reputation Management
29
2. Reputation Management
32
2. Reputation Management
Word count:33
Longer reviews have 2* rating
2. Reputation Management
Part 3.
Summary
32
Recap:
1. Take care about app reputation
2. Track average rating, min: 4.0 & target: 4.5
3. Reply quickly to important reviews
4. Dig into reviews to find insights
5. Constantly improve your product
Part 3 Summary
33
Read more:
1. How to get featured in App Store
2. How to deal with reviews to increase CR
3. Why and how to respond to app reviews
4. Challenges when working with reviews
5. How to increase user loyalty with review responses
6. How to level up your Zendesk support
7. How to report a concern in Google Play and App Store
Part 3 Summary
Thanks!
Questions?
Anatoly Sharifulin, CEO
anatoly@appfollow.io

More Related Content

Similar to Reputation Management Tips for Apps & Games

The Journey from User Acquisition to Advocacy - CleverTap & AppFollow
The Journey from User Acquisition to Advocacy - CleverTap & AppFollowThe Journey from User Acquisition to Advocacy - CleverTap & AppFollow
The Journey from User Acquisition to Advocacy - CleverTap & AppFollowCleverTap
 
Marketing Plan for a new mobile app
Marketing Plan for a new mobile appMarketing Plan for a new mobile app
Marketing Plan for a new mobile appShivam Gupta
 
How to get 30k+ App Store reviews every month
How to get 30k+ App Store reviews every monthHow to get 30k+ App Store reviews every month
How to get 30k+ App Store reviews every monthAppFollow
 
How to reply to app reviews with Freshdesk and AppFollow
How to reply to app reviews with Freshdesk and AppFollowHow to reply to app reviews with Freshdesk and AppFollow
How to reply to app reviews with Freshdesk and AppFollowAppFollow
 
Annual Review - Jonathan Fuller - 2014
Annual Review - Jonathan Fuller - 2014Annual Review - Jonathan Fuller - 2014
Annual Review - Jonathan Fuller - 2014Jonathan Fuller
 
Intro to Web Analytics - www.Cooperate.NYC - Cohort 3, Summer 2015: Day 2
Intro to Web Analytics - www.Cooperate.NYC - Cohort 3, Summer 2015: Day 2Intro to Web Analytics - www.Cooperate.NYC - Cohort 3, Summer 2015: Day 2
Intro to Web Analytics - www.Cooperate.NYC - Cohort 3, Summer 2015: Day 2emcubedanalytics
 
360 degree ASHISH GHILDIYAL
360 degree ASHISH GHILDIYAL360 degree ASHISH GHILDIYAL
360 degree ASHISH GHILDIYALAshish Ghildiyal
 
Studying User-Developer Interactions Through the Distribution and Reviewing M...
Studying User-Developer Interactions Through the Distribution and Reviewing M...Studying User-Developer Interactions Through the Distribution and Reviewing M...
Studying User-Developer Interactions Through the Distribution and Reviewing M...SAIL_QU
 
Turning Customer Reviews Into Real Revenue
Turning Customer Reviews Into Real RevenueTurning Customer Reviews Into Real Revenue
Turning Customer Reviews Into Real RevenueTrustpilot
 
Enterprise Software Implementation
Enterprise Software ImplementationEnterprise Software Implementation
Enterprise Software Implementationbrh184
 
Lecture 02
Lecture 02Lecture 02
Lecture 02Rana Ali
 
Project audit and closure
Project audit and closureProject audit and closure
Project audit and closureVelita Furtado
 
March 18 webinar Meet Shilpa! She will tell if you are driving software quali...
March 18 webinar Meet Shilpa! She will tell if you are driving software quali...March 18 webinar Meet Shilpa! She will tell if you are driving software quali...
March 18 webinar Meet Shilpa! She will tell if you are driving software quali...XBOSoft
 
IRJET- Product Aspect Ranking and its Application
IRJET-  	  Product Aspect Ranking and its ApplicationIRJET-  	  Product Aspect Ranking and its Application
IRJET- Product Aspect Ranking and its ApplicationIRJET Journal
 
THE AGILITY SHIFT: T-MOBILE DEVELOPS LEADERS FOR A VUCA WORLD
THE AGILITY SHIFT: T-MOBILE DEVELOPS LEADERS FOR A VUCA WORLDTHE AGILITY SHIFT: T-MOBILE DEVELOPS LEADERS FOR A VUCA WORLD
THE AGILITY SHIFT: T-MOBILE DEVELOPS LEADERS FOR A VUCA WORLDHuman Capital Media
 
MHA2018 - Solicit Feedback Well and Boost Your Personal Career Development: 6...
MHA2018 - Solicit Feedback Well and Boost Your Personal Career Development: 6...MHA2018 - Solicit Feedback Well and Boost Your Personal Career Development: 6...
MHA2018 - Solicit Feedback Well and Boost Your Personal Career Development: 6...AgileDenver
 
On the Link Between Mobile App Quality and User Reviews
On the Link Between Mobile App Quality and User ReviewsOn the Link Between Mobile App Quality and User Reviews
On the Link Between Mobile App Quality and User ReviewsSAIL_QU
 
05: The 5 App Metrics That Are Crucial To Your App's Success
05: The 5 App Metrics That Are Crucial To Your App's Success05: The 5 App Metrics That Are Crucial To Your App's Success
05: The 5 App Metrics That Are Crucial To Your App's SuccessLogan Merrick
 
Localyser - An Introduction
Localyser - An IntroductionLocalyser - An Introduction
Localyser - An Introductionsps:affinity
 

Similar to Reputation Management Tips for Apps & Games (20)

The Journey from User Acquisition to Advocacy - CleverTap & AppFollow
The Journey from User Acquisition to Advocacy - CleverTap & AppFollowThe Journey from User Acquisition to Advocacy - CleverTap & AppFollow
The Journey from User Acquisition to Advocacy - CleverTap & AppFollow
 
Marketing Plan for a new mobile app
Marketing Plan for a new mobile appMarketing Plan for a new mobile app
Marketing Plan for a new mobile app
 
How to get 30k+ App Store reviews every month
How to get 30k+ App Store reviews every monthHow to get 30k+ App Store reviews every month
How to get 30k+ App Store reviews every month
 
How to reply to app reviews with Freshdesk and AppFollow
How to reply to app reviews with Freshdesk and AppFollowHow to reply to app reviews with Freshdesk and AppFollow
How to reply to app reviews with Freshdesk and AppFollow
 
Annual Review - Jonathan Fuller - 2014
Annual Review - Jonathan Fuller - 2014Annual Review - Jonathan Fuller - 2014
Annual Review - Jonathan Fuller - 2014
 
Intro to Web Analytics - www.Cooperate.NYC - Cohort 3, Summer 2015: Day 2
Intro to Web Analytics - www.Cooperate.NYC - Cohort 3, Summer 2015: Day 2Intro to Web Analytics - www.Cooperate.NYC - Cohort 3, Summer 2015: Day 2
Intro to Web Analytics - www.Cooperate.NYC - Cohort 3, Summer 2015: Day 2
 
360 degree ASHISH GHILDIYAL
360 degree ASHISH GHILDIYAL360 degree ASHISH GHILDIYAL
360 degree ASHISH GHILDIYAL
 
Studying User-Developer Interactions Through the Distribution and Reviewing M...
Studying User-Developer Interactions Through the Distribution and Reviewing M...Studying User-Developer Interactions Through the Distribution and Reviewing M...
Studying User-Developer Interactions Through the Distribution and Reviewing M...
 
Turning Customer Reviews Into Real Revenue
Turning Customer Reviews Into Real RevenueTurning Customer Reviews Into Real Revenue
Turning Customer Reviews Into Real Revenue
 
Enterprise Software Implementation
Enterprise Software ImplementationEnterprise Software Implementation
Enterprise Software Implementation
 
Lecture 02
Lecture 02Lecture 02
Lecture 02
 
Project audit and closure
Project audit and closureProject audit and closure
Project audit and closure
 
March 18 webinar Meet Shilpa! She will tell if you are driving software quali...
March 18 webinar Meet Shilpa! She will tell if you are driving software quali...March 18 webinar Meet Shilpa! She will tell if you are driving software quali...
March 18 webinar Meet Shilpa! She will tell if you are driving software quali...
 
IRJET- Product Aspect Ranking and its Application
IRJET-  	  Product Aspect Ranking and its ApplicationIRJET-  	  Product Aspect Ranking and its Application
IRJET- Product Aspect Ranking and its Application
 
THE AGILITY SHIFT: T-MOBILE DEVELOPS LEADERS FOR A VUCA WORLD
THE AGILITY SHIFT: T-MOBILE DEVELOPS LEADERS FOR A VUCA WORLDTHE AGILITY SHIFT: T-MOBILE DEVELOPS LEADERS FOR A VUCA WORLD
THE AGILITY SHIFT: T-MOBILE DEVELOPS LEADERS FOR A VUCA WORLD
 
MHA2018 - Solicit Feedback Well and Boost Your Personal Career Development: 6...
MHA2018 - Solicit Feedback Well and Boost Your Personal Career Development: 6...MHA2018 - Solicit Feedback Well and Boost Your Personal Career Development: 6...
MHA2018 - Solicit Feedback Well and Boost Your Personal Career Development: 6...
 
On the Link Between Mobile App Quality and User Reviews
On the Link Between Mobile App Quality and User ReviewsOn the Link Between Mobile App Quality and User Reviews
On the Link Between Mobile App Quality and User Reviews
 
05: The 5 App Metrics That Are Crucial To Your App's Success
05: The 5 App Metrics That Are Crucial To Your App's Success05: The 5 App Metrics That Are Crucial To Your App's Success
05: The 5 App Metrics That Are Crucial To Your App's Success
 
Localyser - An Introduction
Localyser - An IntroductionLocalyser - An Introduction
Localyser - An Introduction
 
Research
ResearchResearch
Research
 

More from AppFollow

"How to acquire users with 0 marketing budget?" by AppFollow & Welltory
"How to acquire users with 0 marketing budget?" by AppFollow & Welltory"How to acquire users with 0 marketing budget?" by AppFollow & Welltory
"How to acquire users with 0 marketing budget?" by AppFollow & WelltoryAppFollow
 
What to know about media buying and advertising when entering new markets
What to know about media buying and advertising when entering new marketsWhat to know about media buying and advertising when entering new markets
What to know about media buying and advertising when entering new marketsAppFollow
 
Entering new markets in mobile: how to gather insights and succeed
Entering new markets in mobile: how to gather insights and succeedEntering new markets in mobile: how to gather insights and succeed
Entering new markets in mobile: how to gather insights and succeedAppFollow
 
"How to increase customer support efficiency" by PicsArt
"How to increase customer support efficiency" by PicsArt"How to increase customer support efficiency" by PicsArt
"How to increase customer support efficiency" by PicsArtAppFollow
 
AppFollow: all-in-one service to win in app stores
AppFollow: all-in-one service to win in app storesAppFollow: all-in-one service to win in app stores
AppFollow: all-in-one service to win in app storesAppFollow
 
How to build a powerful growth engine through app reviews
How to build a powerful growth engine through app reviewsHow to build a powerful growth engine through app reviews
How to build a powerful growth engine through app reviewsAppFollow
 
How to use data to increase user retention presented by Kevin Bravo of Phitur...
How to use data to increase user retention presented by Kevin Bravo of Phitur...How to use data to increase user retention presented by Kevin Bravo of Phitur...
How to use data to increase user retention presented by Kevin Bravo of Phitur...AppFollow
 
The omnichannel approach to advertising your app presented by Lorenzo Rossi o...
The omnichannel approach to advertising your app presented by Lorenzo Rossi o...The omnichannel approach to advertising your app presented by Lorenzo Rossi o...
The omnichannel approach to advertising your app presented by Lorenzo Rossi o...AppFollow
 
How to promote an app outside App Stores? by Steve P. Young from AppMasters.com
How to promote an app outside App Stores? by Steve P. Young from AppMasters.comHow to promote an app outside App Stores? by Steve P. Young from AppMasters.com
How to promote an app outside App Stores? by Steve P. Young from AppMasters.comAppFollow
 
App Store and Google Play A/B Testing Strategies to try in 2019 by Noga Szpir...
App Store and Google Play A/B Testing Strategies to try in 2019 by Noga Szpir...App Store and Google Play A/B Testing Strategies to try in 2019 by Noga Szpir...
App Store and Google Play A/B Testing Strategies to try in 2019 by Noga Szpir...AppFollow
 
App Store Optimization (ASO) tips for 2019.
App Store Optimization (ASO) tips for 2019.App Store Optimization (ASO) tips for 2019.
App Store Optimization (ASO) tips for 2019.AppFollow
 
ASO for Games. How to start ranking in Top Charts.
ASO for Games. How to start ranking in Top Charts.ASO for Games. How to start ranking in Top Charts.
ASO for Games. How to start ranking in Top Charts.AppFollow
 
Ratings and reviews in the App Store and Google Play
Ratings and reviews in the App Store and Google PlayRatings and reviews in the App Store and Google Play
Ratings and reviews in the App Store and Google PlayAppFollow
 
APPFOLLOW 3.0
APPFOLLOW 3.0APPFOLLOW 3.0
APPFOLLOW 3.0AppFollow
 
ASO for iOS 11
ASO for iOS 11ASO for iOS 11
ASO for iOS 11AppFollow
 
AppFollow 2017 Pitch
AppFollow 2017 PitchAppFollow 2017 Pitch
AppFollow 2017 PitchAppFollow
 
AppFollow Pitch, Demo Day Startup Sauna
AppFollow Pitch, Demo Day Startup SaunaAppFollow Pitch, Demo Day Startup Sauna
AppFollow Pitch, Demo Day Startup SaunaAppFollow
 
ASO: Best Practices 2015
ASO: Best Practices 2015ASO: Best Practices 2015
ASO: Best Practices 2015AppFollow
 
AppFollow Pitch
AppFollow PitchAppFollow Pitch
AppFollow PitchAppFollow
 

More from AppFollow (19)

"How to acquire users with 0 marketing budget?" by AppFollow & Welltory
"How to acquire users with 0 marketing budget?" by AppFollow & Welltory"How to acquire users with 0 marketing budget?" by AppFollow & Welltory
"How to acquire users with 0 marketing budget?" by AppFollow & Welltory
 
What to know about media buying and advertising when entering new markets
What to know about media buying and advertising when entering new marketsWhat to know about media buying and advertising when entering new markets
What to know about media buying and advertising when entering new markets
 
Entering new markets in mobile: how to gather insights and succeed
Entering new markets in mobile: how to gather insights and succeedEntering new markets in mobile: how to gather insights and succeed
Entering new markets in mobile: how to gather insights and succeed
 
"How to increase customer support efficiency" by PicsArt
"How to increase customer support efficiency" by PicsArt"How to increase customer support efficiency" by PicsArt
"How to increase customer support efficiency" by PicsArt
 
AppFollow: all-in-one service to win in app stores
AppFollow: all-in-one service to win in app storesAppFollow: all-in-one service to win in app stores
AppFollow: all-in-one service to win in app stores
 
How to build a powerful growth engine through app reviews
How to build a powerful growth engine through app reviewsHow to build a powerful growth engine through app reviews
How to build a powerful growth engine through app reviews
 
How to use data to increase user retention presented by Kevin Bravo of Phitur...
How to use data to increase user retention presented by Kevin Bravo of Phitur...How to use data to increase user retention presented by Kevin Bravo of Phitur...
How to use data to increase user retention presented by Kevin Bravo of Phitur...
 
The omnichannel approach to advertising your app presented by Lorenzo Rossi o...
The omnichannel approach to advertising your app presented by Lorenzo Rossi o...The omnichannel approach to advertising your app presented by Lorenzo Rossi o...
The omnichannel approach to advertising your app presented by Lorenzo Rossi o...
 
How to promote an app outside App Stores? by Steve P. Young from AppMasters.com
How to promote an app outside App Stores? by Steve P. Young from AppMasters.comHow to promote an app outside App Stores? by Steve P. Young from AppMasters.com
How to promote an app outside App Stores? by Steve P. Young from AppMasters.com
 
App Store and Google Play A/B Testing Strategies to try in 2019 by Noga Szpir...
App Store and Google Play A/B Testing Strategies to try in 2019 by Noga Szpir...App Store and Google Play A/B Testing Strategies to try in 2019 by Noga Szpir...
App Store and Google Play A/B Testing Strategies to try in 2019 by Noga Szpir...
 
App Store Optimization (ASO) tips for 2019.
App Store Optimization (ASO) tips for 2019.App Store Optimization (ASO) tips for 2019.
App Store Optimization (ASO) tips for 2019.
 
ASO for Games. How to start ranking in Top Charts.
ASO for Games. How to start ranking in Top Charts.ASO for Games. How to start ranking in Top Charts.
ASO for Games. How to start ranking in Top Charts.
 
Ratings and reviews in the App Store and Google Play
Ratings and reviews in the App Store and Google PlayRatings and reviews in the App Store and Google Play
Ratings and reviews in the App Store and Google Play
 
APPFOLLOW 3.0
APPFOLLOW 3.0APPFOLLOW 3.0
APPFOLLOW 3.0
 
ASO for iOS 11
ASO for iOS 11ASO for iOS 11
ASO for iOS 11
 
AppFollow 2017 Pitch
AppFollow 2017 PitchAppFollow 2017 Pitch
AppFollow 2017 Pitch
 
AppFollow Pitch, Demo Day Startup Sauna
AppFollow Pitch, Demo Day Startup SaunaAppFollow Pitch, Demo Day Startup Sauna
AppFollow Pitch, Demo Day Startup Sauna
 
ASO: Best Practices 2015
ASO: Best Practices 2015ASO: Best Practices 2015
ASO: Best Practices 2015
 
AppFollow Pitch
AppFollow PitchAppFollow Pitch
AppFollow Pitch
 

Reputation Management Tips for Apps & Games