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]
We rolled this capability out over the course of the year per Bernardo’s blog post (http://blogs.windows.com/windows/b/buildingapps/archive/2014/04/17/respond-to-app-reviews-a-phased-rollout.aspx) – this roll-out was completed over the past year, and is generally available in all markets at this point.
This is currently only being rolled out to Windows Phone. How are the plans for Windows?
Especially if an app is very new, a single negative feedback can be bad, especially if the complaint has already been fixed, or if you lack information to reproduce and fix the issue.
This feature should only be set to "Completed" once it has been rolled out for both stores.
Dino Borogovac commented
This is great to hear. I already have responded to some reviews and also get a reply back, but the reply lack information. It would be nice if the dev gets in the reply an screenshot of what he wrote to the user. This can be realy hard to manage if you respond to 100 reviews and then get back 50 replies :) i hope microsoft looks at this.
Oh and i have one concern, i see in the respond email to the user an option to opt out for future devs responds. Does that mean if one dev messes up with one user and the user opts out of this emails all futures devs can not respond to this user too? This would be a big step back because i really want that a users becomes my respond even if one dev in the past have made him angry and he/she opted out for future emails.
i hope you understand what i ment to say.
Bill Henning commented
Cliff, is this coming to Windows Store apps too? The blog and info I've seen in the past only seemed to indicate WinPhone apps. But I need this for my Windows Store apps.
mobilewares, you are not very patient? Just kidding. I guess, 3(!) years is a long time to wait and I hope that all developers will get this feature soon!
Hi Cliff -
Great to hear this is coming. So given I'm the guy who raised this request in the first place (and have patiently waited for 3 years) - is there any chance I can be one of those developers who gets access to try this out early? 8)
Thanks for the Info, Cliff! When will it be available (days, weeks, months) to us/developers?
Any chance that the DevCenter Windows Phone App will provide the feedback feature too?
******* - the respond feature will be available to developers via the Dev Center portal - and will handle the response via email. So no worries on 7.1 v 8.0 v 8.1.
Still no such feature available even 2111 votes?
Maybe WP8.1 offers something but what about WP7.x users/devices?
Gautam Kabiraj commented
It's a must have feature. I hate it when people give negative reviews like "This app s*cks!!!" but won't care to explain what's wrong with the app. And like the other guy told below, add this feature to WP Dev Center app as well.
Jandieg Barcla commented
Good. Hope you also add this to Dev Center WP app.
Bill Henning commented
We are over 2,000 votes on this. Clearly it's something that developers want and Google Play has had this for a long time (https://support.google.com/googleplay/android-developer/answer/138230?hl=en). Our "Code Writer" app is overall rated very well but there also are a number of times we get low ratings and the related comments are such that if we could point the user in the right direction, I bet they would revise their rating up a star or two. I can't state how important it is to have some form of two way communication, even if it's just the ability for us to have a single reply to a user, they get notified via email, and we get notified again by email if they update their comment. This was requested two years ago and people want it. Please add it!
I'm new in these Microsoft wab so irlf any one cn help me about what's goingon
Pratik Chheda commented
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
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 :/