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Mobile Marketing

Ratings to Affect Apple App Store Rankings

Ezra Siegel  //  August 29, 2013  //  3 min read

The rumor is that Apple is tweaking the app store algorithm to include ratings. According to app marketing firm Fiksu, starting in July there has been a noticeable shift up the ranking charts for apps averaging 4 stars and higher while apps that are rated 3 stars or less are dropping.

App Store Rankings

There are also reports that Apple is experimenting with engagement as another factor for rankings. According to a post from TechCrunch, new user engagement (i.e. time spent per session, number of sessions per week, etc.) is increasingly affecting category rankings.

Engagement Affecting App Ranking

All in all, Apple seems to be experimenting with creating an app store ecosystem that places quality apps at the top instead of just the apps that get downloaded the most. Including ratings in the ranking algorithm places Apple down the path for rewarding apps based on quality by gauging engagement and retention levels.

We are all aware that there are services available for gaming the download system and we must assume there will be instances of buying ratings as well. One argument is that adding ratings into the algorithm will damage the ecosystem further as apps with mid to low-level budgets will get pushed further into obscurity as ratings increase for apps that have the budget.

It may well be the case that apps will buy ratings to try and move up the rankings, but I am sure (I hope) that Apple will invest time and effort into catching apps that use black-hat tactics to increase their ratings. Even with the potential for apps to try and game the charts, including ratings into the algorithm is a necessary step forward to having the best quality apps reach the top charts.

With ratings (and engagement) becoming  factors that will affect Apple App Store rankings, here are 5 tips to get better ratings for your mobile app.

5 Tips for Better App Ratings

 

 

  1. Learn which customers love your app and which ones do not. If you ask every customer to rate your app how many ratings will end up negative? Negative reviews will no longer just dissuade new customers from downloading your app, but also lower your rankings. With Apptentive you can talk to unhappy customers to gather feedback about what could be improved while guiding happy customers to the app store.
  2. Ask for ratings at the right time and in the right place. There is a right time and place for everything and this holds true when asking for ratings. As a general rule, don’t ask for a rating the first time a customer uses an app. Let them experience the app before being prompted. Also, try to avoid prompting customers while they are busy interacting with the app. For example, prompt a customer after they finish the checkout process and not when they add an item to the cart.
  3. Give your customers a voice. By making it easy for your customers to contact you in-app, frustrated customers will vent to you about your app instead of leaving a negative review in the app store. This gives you the opportunity to solve a problem, create a happy customer, and then ask politely for a rating.
  4. Respond with respect. Always respond with “thank you” to any message received from one of your customers. Whether a customer complains about a problem or suggests a feature for the hundredth time, responding respectfully and courteously can disarm an upset customer. This gives you the opportunity to providing amazing service and “wow” the customer with your support and attention to their problem. Giving them a great experience can often lead to a positive review later on.
  5. Ask after each new version release. With the current reports surrounding the changes in the Apple App Store there is a belief that ratings of the most recent version of an app will harbor the most weight. New ratings and reviews from your loyal community could become very valuable if this new system is put in place. If so, be sure to ask your community for ratings after each release, but remember to not over do it or spam your customer base.

How do you feel about ratings being included in the Apple App Store ranking algorithm? Share your thoughts and leave a comment below.

About Ezra Siegel

Ezra is the VP of Community at Apptentive. He is a Chicago Sports Diehard and loves travel. Some day he would he plans to visit every country in the world. Connect with him on Twitter, LinkedIn, and Google+ .
View all posts by Ezra Siegel >

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