Responding to reviews on Apple can significantly impact your app's reputation and user satisfaction. Here’s a detailed guide to help you manage and respond to reviews effectively.
Understanding Apple’s Notification System
- Customer Left a Review -> You Respond -> Customer Gets an Email
When a customer leaves a review and you respond, they will receive an email notification of your response. - You Update the Response -> No Email Notification
If you update your response later, the customer does not receive another email notification about this update. - Customer Updates the Review > You Respond Again > Customer Gets an Email
If the customer updates their review, and you respond to this updated review, they will receive another email notification.
Recommended Approach
From the user’s perspective, not receiving any response to their complaint can be highly frustrating.
The best approach is to respond to 100% of negative reviews promptly, acknowledging the issue and informing a user or a player that you are working on a solution. Once the problem is resolved, update your response with the solution details. This two-step response strategy ensures that users and players feel heard and valued, improving overall satisfaction and loyalty.