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How to improve mobile reputation and increase average app rating
The document discusses reputation management for apps and games, emphasizing the significance of monitoring average ratings, analyzing user reviews, and responding to them. It highlights that maintaining a target average rating of 4.5 or higher is crucial for user acquisition and conversion rates. Additionally, the importance of quick responses to reviews is noted, as they can positively impact ratings and user feedback.
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How to improve mobile reputation and increase average app rating
- 1. Reputation Management for Apps& Games CEO & Co-Founder, AppFollow Anatoly Sharifulin Specially for Berlin Meetup
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- 3. Part 1 Intro 3 Whatis Reputation Management?
- 4. 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?
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- 6. 6 1. Average ratingis important for User Acquisition and ASO Part 2 Reputation Management
- 7. Part 2 ReputationManagement 7
- 8. Part 2 ReputationManagement 8
- 9. Source: Apptentive Low averagerating "kills" conversion rate Part 2 Reputation Management 9 ✭ ✭✭ ✭✭✭ ✭✭✭✭ ✭✭✭✭✭ 0 % 25 % 50 % 75 % 100 % Lost installs Lost installs Lost installs
- 10. … but ifyou’re Facebook, you don’t care about avg. rating 😎 Part 2 Reputation Management 10
- 11. Average rating offeatured apps & games is 4.5 Part 2 Reputation Management Source: AppFollow11
- 12. 12 Benchmark for averagerating: min: 4.0, target: 4.5+ Part 2 Reputation Management
- 13. 13 Part 2 ReputationManagement Average rating: Overall vs. Country Avg. rating is specific to each territory. You can reset it when you release a new version of your app. Users see a unified overall rating. Google switched a lifetime rating to a new rating system in August 2019.
- 14. vs. Avg. rating by stars Avg.rating by reviews Part 2 Reputation Management What is a true rating? 14
- 15. 15 Part 2 ReputationManagement > < = True rating (= app quality) is an average rating by reviews
- 16. 16 2. Working onreviews is important for UA, Game Dev & Customer Support Part 2 Reputation Management
- 17. Part 2 ReputationManagement Featured/Helpful reviews 17
- 18. 18 Part 2 ReputationManagement Average rating by Featured Reviews
- 19. 2. Reputation Management 19 Diginto reviews to find insights
- 20. 2. Reputation Management 20 Diginto reviews to find insights
- 21. 2. Reputation Management 21 Sentimentscore is a new key metric (based on reviews)
- 22. 22 3. Replying toreviews is important for UA & Customer Support Part 2 Reputation Management
- 23. Every day, developersrespond 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 Part 2 Reputation Management 23
- 24. 2. Reputation Management Source:AppFollow24 Average rating changes with every developer’s reply
- 25. If you replyquickly, users can change rating 2. Reputation Management 25 Reply time is another important metric
- 26. 2. Reputation Management 26 Userreviews is a new channel of getting feedback
- 27. 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 5 types of reviews to pay attention to: 2. Reputation Management 27
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- 30. Word count: Long reviewshave 2* rating 2. Reputation Management 30 Source: AppFollow
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- 32. 32 Recap: 1. Take careabout 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. 33 Read more: Part 3Summary 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
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