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Guide

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The Five Stages of Reducing Mobile Customer Churn

Retention is a top priority for mobile marketers. Our new five-step framework is here to help you improve your existing strategy.

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2020 Mobile App Engagement Benchmark Report

Apptentive’s annual mobile app engagement benchmark report serves as a baseline to help app publishers across categories understand their app’s engagement strengths and areas for improvement.

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An Analysis of Pokémon GO App Store Reviews

Stuart Owen Axelbrooke  //  July 21, 2016  //  3 min read

After being out just over a week, Pokémon Go has managed to take the #1 spot as largest mobile game ever. It’s retention rate is currently at more than double the industry average, and the app is pulling in revenues at twice the average rate for casual games.

With all the hype around the game, it’s obviously been a success so far. But the app is not without its problems.

Luckily, we have a way to dig into public app store reviews to see what people are saying. In today’s post, we look at the issues consumers are seeing using the Apptentive Topics (the same tool we use to analyze our new Public Reviews feature), and what Niantic’s biggest opportunities are to improve.

Pokémon GO app store review sentiment

Boasting an impressive 20k Android reviews that we’ve seen so far (an average of 2,572 reviews per day—wowza!), we see a fairly even distribution of ratings. Lots of people love the app, but lots of people are also saying it needs work.

Below is a snapshot of what Android reviews have looked like so far:

Screen Shot 2016-07-20 at 11.03.58 AM

Now, let’s dig into some problems people are reporting…

pogo-reviews-head

From the reviews above, it looks like server downtime is being called out as a problem. In order to better understand what’s going on, let’s create a searchable topic about server downtime, with the words “server” and “down.”

Here are the results:

pogo-server-downtime-topic

Looking at the data above, we see a surprising result: negative reviews mixed with die-hard fans who are going to bat for a game they love. The fact that people are willing to come write reviews acknowledging faults while giving the app five stars is a testament to Pokémon Go’s ability to turn players into avid promoters.

For example, this review is just one of many results our “server” and “down” search returned:

pogo-die-hard-fan-review

It’s rare for an app to see such positive reviews around bugginess within the app itself, and it will be interesting to see if this trend holds as the game continues to grow in popularity.

What about one and two-star reviews?

Going back high-level to look at some additional problems, let’s create a new topic to look at reviews with just one or two stars. Scanning through our one and two-star reviews, we see something jump out immediately: People living in rural areas do not like the app as much.

Let’s create a searchable topic around that, using the terms “rural,” “country,” and “city.”

pogo-rural-topic

In these results, we see more mixed reviews—people unhappy with the sparseness of Pokémon in rural areas, but also people hopeful for updates to make their experience better. Check out the following recent Android reviews:

pogo-rural-reviews

What does this all mean?

After only 10 minutes in Apptentive Topics with Pokémon Go, we can already see two big opportunities for improving user experience and app store ratings:

  1. Improve server uptime and fix bugs plaguing the app.
  2. Add more Pokéstops and gyms for people in rural areas, who are dying to become promoters of the game.

Thanks for following through the analysis with us, and let us know if you’d like to use Apptentive Topics to find your own app’s opportunities!

screen-shot-2016-10-21-at-4-23-23-pm

About Stuart Owen Axelbrooke

One of Apptentive’s Senior Engineers, Stuart is an avid machine learning and data science practitioner who finds patterns in data. A Seattle native, he enjoys climbing, photography, and thinking about elegant representations for cluster computing.
View all posts by Stuart Owen Axelbrooke >

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