How to resolve bad App Store reviews

Every app gets bad reviews. No matter how hard you work, someone will find something wrong with your app. But just because you get a bad review doesn’t mean it needs to stay that way.

Recently we added Bad Review Triage to Review Monitor. Now when you get a 1–3 star review, you’ll see a section below the review that gives a couple options to potentially fix it.

Email Support

When asking developers about how their teams handled bad reviews, many told us that they would send the review over to their support team, who would be in charge of finding and reaching out to the user. To make this process easier, we added an “Email Support” link which composes a new email with all the necessary info.

Just add your support team’s email address, and hit send. Done.

Search Author

One of the hardest parts of resolving a bad review is figuring out who the user is. We usually start be seeing if there’s anyone in our database with a similar name. But since LaunchKit doesn’t have access to your database, we do the next best thing: search for the user on social media.

When you hit “Search Author”, a new window will pop up which searches for the user on Twitter, Facebook, Google, Pinterest, LinkedIn and more. With any luck, the user who left you a review will use a similar username on social networks than they do in iTunes. Thanks to AppBot for inspiring this approach.

These tools aren’t perfect, but hopefully they’re getting you one step closer to resolving your bad app reviews!

About Review Monitor

Review Monitor is a free tool that continually checks the App Store and when a new review is detected, it’s posted into your team’s Slack channel or sent to you via email.