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Last updated on 2024年5月1日

What do you do if your mobile app receives negative feedback?

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Receiving negative feedback on your mobile app can be disheartening, but it's an invaluable opportunity for growth and improvement. Your users are your best resource for understanding how your app functions in real-world scenarios, and their critiques can help you refine your product. The key is to approach this feedback constructively, not defensively. Remember, every successful app has faced its share of criticism, and it's how you respond to and learn from this feedback that can set you apart from competitors. By staying positive and proactive, you can turn negative feedback into a catalyst for positive change.

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Andreas Berg

Vorstand Zelfi AG | Wir entwickeln Ihre App. ??So, wie Sie es wünschen. Und wie es für Ihre Kunden oder Mitarbeiter am…
雲惟煌

销售管理 | 亚太领导经验 | 商业战略 | 团队领导 | 商业规划
Rishi Khanna

CEO - Stoic Leader | ?? Digital Innovation Acceleration | Product-Market Fit | Accelerated Product Development |…

1 Acknowledge Feedback

When negative feedback arrives, your first step is to acknowledge it. This doesn't mean you agree with the criticism, but rather that you're open to hearing what users have to say. A simple response thanking the user for their input demonstrates that you value their opinion and are committed to improving the app experience. It's important to respond promptly and personalize your message to show that you're not just copying and pasting a generic response. By engaging with users directly, you build trust and show that their satisfaction is a priority.

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Andreas Berg

Vorstand Zelfi AG | Wir entwickeln Ihre App. ??So, wie Sie es wünschen. Und wie es für Ihre Kunden oder Mitarbeiter am besten ist. Nativ, für Android in Kotlin oder für iOS in Swift. Crossplattform in Flutter.
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In the context of apps and app stores the feedback often comes as a review. The developer should answer all the reviews in the app store in a positive and constructive way. If you happen to have short development cycles and you are able to fix a complaint within a few weeks it might be a good idea to ask the user to renew his review after the fix.

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雲惟煌

销售管理 | 亚太领导经验 | 商业战略 | 团队领导 | 商业规划
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Acknowledge the feedback. Thank them for letting you know, even if it's stinging criticism. This shows you care and are open to improvement. Respond quickly and personally. Avoid generic responses that sound like a computer wrote them.

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Rishi Khanna

CEO - Stoic Leader | ?? Digital Innovation Acceleration | Product-Market Fit | Accelerated Product Development | Enterprise AI | Data Strategy | Agile Teams | Investor | Life Coach | Speaker | CIO CTO CMO Founder Advisor
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Seek to understand and then to be understood. Acknowledge the feedback and request to more clarity. Show that you wish to make the experience better for the user and trust their inputs to make the customer experience and their journey through the app more pleasant.

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Mansi Jain ??

Senior Product Manager @ SurveyMonkey| Mobile App| Integrations | AI | Tech
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First, it's crucial to approach criticism with a positive attitude. Negative feedback often stems from users' adverse experiences with the app. Begin by recognizing that there may be issues needing attention. If similar criticisms are frequently mentioned, prioritize addressing these concerns. Next, when a negative review is received, strive to understand the specifics of the user's issue. With a clear understanding of the problem, respond to the user with empathy, ensuring them that their concerns are being addressed or will soon be resolved.

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2 Analyze Criticism

After acknowledging the feedback, take time to analyze it. Determine whether the criticism is isolated or part of a broader trend. Is it about a specific feature, the overall user experience, or technical issues like bugs or crashes? Understanding the context and specifics of the feedback helps you prioritize what needs attention. It's essential to remain objective during this process; don't let emotions cloud your judgment. Instead, use this as a learning opportunity to see your app from the user's perspective.

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Joselo Rodriguez Rigau, CSM

?? Sr. Client Services Project Manager at AT&T Public Sector ?? | LSSBB | CSM? | FedOps & B2B Sales and Retention Specialist ????
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Gather and analyze the criticism objectively by identifying common themes and specific pain points mentioned by users. Utilize feedback channels such as app store reviews, user surveys, and social media comments to gain insights into user experiences and expectations. Prioritize areas for improvement based on the severity and frequency of issues reported, and use constructive criticism as valuable input for refining and enhancing the app's functionality and user experience.

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3 Plan Improvements

Once you've analyzed the feedback, start planning how to address it. If the criticism is valid, identify the steps needed to make improvements. This might involve tweaking a feature, fixing bugs, or even overhauling a section of your app. Be realistic about what you can achieve and set clear goals and timelines for these improvements. Communicate these plans back to your users if appropriate, so they know you're taking action based on their feedback.

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雲惟煌

销售管理 | 亚太领导经验 | 商业战略 | 团队领导 | 商业规划
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Dive into the feedback, both positive and negative. Look for common themes and pain points mentioned by users. Reach out to some users who left negative reviews. Get a deeper understanding of their frustrations and what they'd like to see improved. Not all feedback is equal. Focus on issues that affect a large number of users or significantly hinder the app's core functionality.

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4 Test Changes

Before rolling out any changes based on negative feedback, thoroughly test them to ensure they solve the issue without introducing new problems. This might involve beta testing with a select group of users or using automated testing tools to check for bugs and performance issues. Testing helps confirm that the changes you're making have a positive impact and won't negatively affect other aspects of the app.

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5 Release Updates

After testing and finalizing the improvements, release the updates to all users. Make sure to highlight what's been changed and improved in the update notes. This transparency shows users that you've listened and acted on their feedback, which can improve the app's reputation and user satisfaction. Regular updates based on user feedback also keep your app relevant and can encourage more users to engage with it actively.

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6 Maintain Dialogue

Maintaining an ongoing dialogue with your users is crucial. Continue to encourage feedback and make it clear that you're always looking for ways to improve. Whether through surveys, in-app messaging, or social media, keep the lines of communication open. This ongoing conversation not only helps you stay ahead of potential issues but also fosters a community around your app, which can lead to increased loyalty and word-of-mouth promotion.

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7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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What do you do if your mobile app receives negative feedback?

1

2

3

4

5

6

7

1 Acknowledge Feedback

2 Analyze Criticism

3 Plan Improvements

4 Test Changes

5 Release Updates

6 Maintain Dialogue

7 Here’s what else to consider

Mobile Technology

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What do you do if your mobile app receives negative feedback?

1

2

3

4

5

6

7

1 Acknowledge Feedback

2 Analyze Criticism

3 Plan Improvements

4 Test Changes

5 Release Updates

6 Maintain Dialogue

7 Here’s what else to consider

Mobile Technology

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感谢您的反馈

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