Comments are the best way to receive feedback about your mobile app. Know where your app is going right and where it is going wrong through these unbiased comments. It is not always that you will have 100% neutral comments. Some people do have unbiased opinions, just because they are anonymous, hate you to the core, are your biggest competitors, or just fooling around your app. However, most comments help you not only validate your app but also act as a source of inspiration to strive for more.
Positive comments are always soothing to hear. What about the negative things you hear about your app? It can be de-motivating and disturbing for a vast majority. However, the reality is, excluding a few exceptional apps, you are bound to hear one, or more, negative comments about your app. Today, we will not teach you how to deal with positive feedback, because it is easier. However, dealing with negative feedback takes tremendous patience, backed by an eye for long-term vision.
1. Acknowledge and try to solve out
Treat every feedback as an important one and apologize for the problems users are facing, so that any negative view or image can be erased from the user’s mind. Try to communicate with the user and figure out what problem they are facing exactly and how it can be solved.
2. Reply with a positive feedback
You can identify the problem and post a positive review in same context, so that the problem area can be nullified.
3. Figure out the common problems
Try to figure out that what common issues are being faced by the users and how to work upon that common problem. Negative feedbacks on common problems may help you to figure out the main pain area.
4. Correct the problems
Correct the problem area and then give a feedback mail to the unsatisfied user so that he/she may feel that you really care for their pain areas and your app focuses on user satisfaction.
5. Listening may help
Listening to user’s problem can create a responsible image of the company, in this case the user may feel that the company really want to hear them out. The reviews might be negative, in those cases make the user feel that you are paying attention to them, and what all is creating problem to the end user is important to you.
6. Avoid public arguments
On public platforms don’t create an environment of argument or don’t heat-up the conversation, as it might help to troll your app or company. So avoid such conversations, don’t raise the heat.
7. Try to understand the needs
Negative feedbacks may help you to cover some expectations of the user, so study those negative feedbacks and try to figure out that how you can upgrade your app and how can you grow through these bad experiences.
8. Fix the problems
Negative reviews may help you to remove the bugs and errors in your app. Identify the problems through the negative reviews and try to fix those problems.
9. Reply politely
Always reply gently to a negative feedback, so that the customers feel that they are getting heard and are being replied in a gentle way, might help you to convert an unsatisfied customer into a satisfied one.
10. Always apologize
Forget not to apologize, as it shows courtesy and helps to create an impact over customer. It helps you to show that you care for the problems they are facing and make them believe that you are working to reduce the gaps.
Feedback is a reflection of what users think!
These are the 10 useful tips from our end to handle negative feedback on your app wisely. Whether right or wrong, an app is successful only because of users. Do handle them with care, and your app will surely move places. If you have anything to share from your end, feel free to leave your comments.