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Apple Will Finally Let Developers Respond To App Store Reviews (techcrunch.com)
An anonymous reader shares a TechCrunch report: Apple is finally going to give its developers a way to respond to customer reviews on its App Store and Mac App Store -- a feature that's long been available to Android developers on Google Play, much to the chagrin of the Apple developer community. According to developer documentation for the iOS 10.3 beta, when this version of Apple's mobile operating ships, developers will also be able to ask for reviews in new ways, in addition to responding to those posted publicly on the App Store. Apple's ratings and reviews system has felt antiquated, and has been a source of frustration for developers and users alike. When a customer leaves a negative review, developers couldn't respond to the criticism -- which is sometimes unwarranted -- in a way that other App Store customers could see. For example, a customer may be misunderstanding a feature, or may have complained about a bug that's been fixed in a later release.
I get tired of developers who seem to think I'll give them a good review if they keep asking for one; that is especially true if I paid for the app. I don't mind a one time ask when I first start using it or after an update; but periodic asks is just as likely to get a 3 star so so review as a good one even if I like the app.
I'm a consultant - I convert gibberish into cash-flow.
I have responded to thousands of reviews in google play for my app. Sometimes users just want to know that I am reading what they post, sometimes users don't know how to do something, sometimes they want more features, sometimes they want to report a bug, sometimes they just want to curse at someone.
Whatever the case may be, from the perspective of a developer, responding to a customer has 1 objective: turning that 1 star to a 5 star. This means a developer has a powerful incentive to be polite and helpful to customers. There is absolutely nothing to gain by being rude to customers so Apple is not "protecting" them.
My customers are frustrated because they get no help and they don't know whether I am listening. I get frustrated because I could easily help my customers if I had a way to reach them.
This was my #1 beef with iTunes and I am glad that Apple is finally adding that feature.
Oh, great, then developers can respond with alternative facts!
As a developer, I have some misgivings. I fear that the reviews will be used even more than they are now for feature requests and bug reports. It's not what they are for. And I fear that developers will fall right into that hole.
I read a retort elsewhere (on MacRumors) that seemed to make the assumption that the above was the purpose of this change, and suggested that users should use "the usual support channels".
The problem is, there ARE no "usual support channels". Each author is responsible for providing whatever means of support, including bug reporting and feature requests, and every one is different since it is up to the author to set something up (or not). Unless you are a heavy user of an app, it is not worth going to the trouble to register on the author's site for access to a reporting system, forum, etc.
What Apple needs is a uniform, in-app (or in-app accessible) bug reporting and feature request feature. And then require or strongly urge use of it. Yes, developers will complain, as each has their own favorite system. But I think a uniform system would bring so much to app quality (due to higher participation) that it would be worth the (perceived) developer pain.
Maybe they should have something like:
apps.apple.com/your_official_ios_app_name
And have it be a forum-type page where you could post questions, reviews, get answers, etc.