Why Customer Success is an essential part for the rating growth of every app
Dana Pavel
AppFollow
- Hall:
- Water Hall (Analytics/UA Track)
We all know that the app rating is a very important metric for every developer. We would like to share our experience from the Customer Success perspective. We will show how the app's rating affects installs. Finally, we will cover game apps case studies with “before and after” results and share practical tips and life hacks.
What the talk is about
Dana Pavel of AppFollow explains why an app's rating is a shared KPI of product, marketing and support, and how working with reviews lifts it. A higher rating improves store visibility and install conversion. Per the company's research, teams reply to reviews slowly and rarely, especially in games, where most players churn within 28 days. The key metric is the "reply effect": a fast, relevant answer to a negative review brings the user back to raise the score (Google data suggests about +0.7 stars on average). She advises asking for a rating after a successful in-game moment, replying manually to long negative reviews, moving complex cases to email, and automating repetitive replies and review spikes. Useful for community and support teams, product and UA managers.