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).
Developers should get a chance to comment on reviews. Users should have a chance to see developers comments relating to a certain feedback
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!
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.
We definitely need this. This has happened to me recently. I created an application and in some cases there is an image to be displayed and I got a 3* review saying "image won't load".
Now how am I supposed to know, which image?
We definitely need this!
Amazes me this still has not been fixed. I feel bad for developers when I see 1 star ratings on great applications that could be solved with a simple reply.
The marketplace is down enough that I've seen people blame marketplace availability on an application. "It won't download/update! Fix". There is nothing a developer can do about this but help the user with a simple reply.
Stephen Enloe commented
You can respond to some users via the xbox live messages, but this is only for users who allow non-friends to send them messages.
Massimo Nitri commented
My opinion, too.
Александр Жуков commented
I strongly need to reply to the reviews of my app but my account's location is different from reviewers'. what can I do?!