Compare Feedback

Article author
Anastasia Rybalko
  • Updated

Overview

Use the Compare Feedback section for diving into customer conversations and learning more about user feedback, loyalty and satisfaction rates, competitor strategies, and the results of your support team's efforts. This data is your toolset to improve your app, become the brightest star on the market, and outshine your competitors.

The Compare Feedback section will help you:

  1. Understand your market. Stay ahead of the game by understanding your audience better than any of your competitors. Learn about your competitors' weak and strong sides by comparing app ratings, satisfaction levels, amount of bugs, and more to build a comprehensive competitive analysis.

  2. Analyze global presence. Learn how your competition is doing in specific countries and decide which regions you should focus your next efforts on based on the overall market share and rating benchmarks.

  3. Define your reply strategy. Understand how other companies are working with app reviews and what results they achieve. Then, evaluate your position via reply rate & reply effect metrics and get some clues on how to boost them.

Let's take a closer look at each section.

Summary

The Summary section is – you guessed it – a summary of the selected apps' key feedback metrics. In this section, you'll find the following metrics:

  1. Rating: the app's rating on the last day of the selected timeframe, compared to the first day of the selected timeframe.
  2. Users Rated: the number of daily ratings received by the app.
  3. Market Rating Benchmark
  4. Market Users Rated Benchmark

A quick glance at the Summary allows you to understand how your rating compares to the current rating of your competitors' apps. In turn, you can see how both you and your competitors compare to the Market Benchmark.

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Rating by Countries

In this section, you can compare feedback performance across leading markets. You'll see how other apps are performing in your best markets, as well as the ones where you're struggling. You can use this knowledge to understand which regions you should be paying more attention to and which ones deserve more detailed competitive analysis.

The Rating by Countries section is the perfect tool for understanding your app's global presence.

This section includes the following data:

  1. The number of countries where the selected apps' ratings are less than 4, 4.0 - 4.49, and more than 4.5. 
  2. The top 3 countries with the largest amount of ratings. Available for the main app only.
  3. Market benchmarks for the top 3 countries.

If you're looking at an Android app, you'll see languages instead of countries. This is because Google Play does not support rating distribution by countries.

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Reviews Overview

In this section, you'll find:

  1. The number of reviews for the app Worldwide or by Country for the first and last date of the selected timeframe.

  2. The review rating or the app Worldwide or by Country for the first and last date of the selected timeframe.

  3. The market benchmark for the category of the selected app.

Use this information to understand whether an app developer's product efforts affect the customer satisfaction rate, what the customer experience dynamics are, and compare this data between apps and with the market average.

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Semantic Insights

Use Semantic Insights to learn about your competitors' weak and strong sides by comparing sentiment scores with market benchmarks, satisfaction levels, and the share of bug reports in reviews.

In this section, you'll see:

  1. The sentiment score for the selected apps.

  2. The share and number of reviews tagged with the Bug semantic category.

  3. The share and number of reviews tagged with the Report a Concern semantic category.

  4. The top semantic tag for each app.

  5. The average sentiment score for the category of the main app.

Use this data to understand the apps' overall satisfaction levels, how many bug reports an app has, how much spam your app is receiving and how you can optimize your reporting strategy. At a glance, you'll see the most popular semantic tag for an app, which allows you to understand the primary issues and topics an app's users raise.

Learn how you can leverage semantic data in our articles on Semantic Analysis and Semantic Tags.

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Feedback Metrics

The Feedback Metrics section takes an app's main reply metrics and provides you with a deep dive into an app team's reply strategy efficiency.

In this table, you'll find the following metrics:

  1. Avg. Rating – the average rating of the app.

  2. Avg. Rating by reviews – the average rating for reviews only.

  3. Total Reviews - the all-time total number of reviews.

  4. Sentiment Scorethe app's overall user satisfaction score. The percentage is calculated based on the correlation between positive and negative reviews. Therefore, the higher the score, the more positive the user sentiment is.

  5. % Updated – the share of reviews that were updated.

  6. % Bugs – the share of reviews tagged with the Bugs semantic category.

  7. % Reply Rate – the share of reviews that received a response.

  8. % Reply Rate Featured – the share of featured reviews that received a response.

  9. % Reply Rate Negative – the share of negative reviews that received a response.

  10. Reply Effect – the change to a review's rating after an agent posted a response.

  11. No Reply Effect – the change to a review's rating when the review did not receive a response.

  12. Avg. Reply Time – the average time between when a review was submitted to the store and an agent posted a response.

Learn more about the impact replies have on review ratings in our article on the Reply Effect.

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