Provide ability for developers to respond to user reviews/feedback
Currently the only way to reply to user feedback (posted in marketplace) is to put in your own review - which of course is only possible if your xbox live account is located in exact same region (and then other users may get annoyed based on what star rating you've applied to your response).
Although many developers (such as myself) put in direct 'tech support' email functions inside the apps - users unfortunately don't commonly use these.
Many times I see a 'bad review' from a user in another market - which is raised because user has not understood some functionality offered in app - or they have hit a bug common to entire platform (ie. inability to update a trial app on pre-nodo devices, problems with phone freezing or resetting, problems with live tiles disabling themselves due to connection problems, trying to use fm radio without aerial - to name a few of the common ones).
Many of these issues could be resolved quickly and to customer's satisifcation if only there was some way to reply and engage with them. (and hopefully users who recieve this direct engagement will then fix up a bad star rating after they understand problem is not necessarily a fault of the app itself).
[Admin edit - on a related note, the following suggestion is available for those concerned with handling spam reviews in the WP Store: http://wpdev.uservoice.com/suggestions/4271459]
Please allow developers to reply directly to user reviews in store (and in public):
Just like Google Play Store: http://www.androidcentral.com/all-developers-can-now-reply-google-play-reviews
Sometimes reviewers submit bugs or feature requests as a review. To get more Information what they really mean it would be nice to send them an email and ask for more explanations.
For reviews that are definitely wrong it would be nice to comment on them (or let the review be deleted).
Often users ask questions or offer suggestions, and no opportunity to respond.
Developers should get a chance to comment on reviews. Users should have a chance to see developers comments relating to a certain feedback
Be able to reply to or report ratings which seems to be fake ratings from unfair developpers.
I have not yet created and published my first app but I was wondering if it was possible to allow developers to rebuttal against poor reviews for their application. Perhaps providing some justification for the low score. The idea came from amazon and how they allow sellers to rebuttal against an unsatisfied customer. Sometimes the customer is not always right ;)
Thank you for the suggestion and commentary. The Store team continues to look at how to improve the app feedback/review experience (both for the consumer and the dev), and this suggestion is definitely something that is under consideration for a future Store release.
Keep those suggestions and votes coming!
A one start review without any explanation. A developer needs something to address this kind of abuse. Just the ability to delete reviews without comments would be a great step.
As a developer I work hard to make my application look good and legitimate criticism is one thing, abuse is another. The very first rating on one of my latest applications was a single star, reason; "Left handed option needed for a paid app." After looking carefully at my application all I can say is, 'I don't see a single thing I could change to improve the experience for a Left handed person.' That single star will haunt it's launch. You really got to help the develper out!
Leandro Souza commented
Harald-René Flasch commented
Well 1500+ votes not enough for Microsoft and Windows Phone product management?
Please allow direct response to reviews for developers. It's very important to stay in touch with them.
Google Play offers real names and allows answers to reviews for developers! And they send an email to the customers if developers answers to reviews.
I think is a great idea. I have some reviews for my app that are help request from the user (there is the feedback button but they rate the application with question) but I can't answer to them (and probably the user expect that I can contact him)
This feature is very much needed. There are comments claiming that a feature is missing from my app although it is present. I want to reply to those explaining how to use it.
Also there are comments like "this app sucks why the feature x is not present?" or "why is this app not get updated more often?" when my app is free, I actually have a full-time job where I spent most of my time, I can just do development on my free time and I want to explain these factors to the user so that he/she can appreciate what he/she gets.
Henry Edwards commented
I think it would be far better to be able to email them, but not disclosing the email address of the users to notify that there is an update and that the problem is fixed. Or just simply emailing the user, but never release the email.
maciej pszczoliński commented
this feature is important! because I often got comments like that:
"this app sucks, because it doesn't has feature FOO_BAR" ... but in fact my app was not designed to have this feature at all, or there are reasons why this feature does not works (for e.g. your device has not compass or whatever).
for such stupid comments - I have already got few 1/5 stars comments :/
I think it's bad idea, look at the google play right now. I don't want it.
Stone Sina commented
To people who think this feature will open up doors for argument.
As a developer, it is my responsibility to make sure that I won't start nasty argument to damage the reputation of myself or my app. If I do, my potential customers will get the message and this will only hurt me.
We need the option. How to utilize this option is entirely up to me.
For the lack of a better analogy. It is like, I need a screwdriver to do my job better. You do not give me that screwdriver because I might stick it into someone's eye.
Rajeev Nair commented
This was possible in early days through Zune. This was taken off in later releases. Please bring this back.
Harald-René Flasch commented
Voted. Btw, this us already possible on Google' Play Store.
Robert McLaws commented
Just responding to feedback is not enough. If Microsoft truly wanted to innovate here, they would build a centralized support ticketing system right into the app store / dev portal / dev portal management app. It would be amazing to see a "support" item in the Store Details pivot control, along with screenshots and what-not, and add a SupportTicketTask to the WP framework to launch that dialog from an app. I'd get push notifications of new issues on my phone from the Dev Portal app, and then I could respond to those issues right from my phone. Microsoft, you can hire me to build it for you if you'd like.
Robert McLaws, CTO, AdvancedREI.com
Randall Arnold commented
Would also like to see "rate the review" like Amazon does.
Martin Anderson commented
In the early days of Windows Phone, I would often try to send messages to reviewers to thank them or address any issues they had. This was not a fool-proof way because it relied on the users actually using the Zune Software.
It would be nice to be able to respond to reviews, but this could open doors for some developers sending abusive responses to negative reviewers, so this will be an issue which would need to be solved. Maybe a "Allow response to this review" checkbox when submitting a review.
Denis Osipov commented
Ability to post comments in reviews thread also must have feature!
Ярослав Ерохин commented
I think responds should not be in reviews.
It should open some kind of a direct chat with a customer.
"Some developer answers to your review. Would you like to chat?" something...
So it has to be integrated with wp (or Messenger)
So you'll be able to help, but only if customer wants you to. And no arguments in reviews :)
I fully agree . Obviously the problem is that the app store could easily become an argument site with developers arguing with their clients.
I know on occasion I see comments on my app that are in a nutshell totally wrong - (that is being polite about these hahaha) . If we started a discussion on many of the comments I am quite sure we would end up having arguments. For example a user entered 3 stars because a feature he wanted was not there..... well we didn't say it was there ... so ? You see how can you respond to bad reviews if these are totally off base?
My favorite rating was a 2 star with the comment "Fabulous" ..... obviously didn't grasp the idea of the stars...
So in to conclude although I would like to respond I do think it could end badly -
Stephan Arenswald commented
I'd like to place more votes in here as this is sooooo important. User's sometimes rate our apps with 1 or 2 stars just because of a small bug or a missing feature. If the bug is fixed or the feature is implemented those user don't change their ratings (even if the review says: "Will get 5 stars if feature xyz comes").
Azzam Aziz commented
Would love to see this happen in a the same wat Facebook has reply. Whenever there is an issue we know why.