Google has one major advantage over Apple to combat negative app store reviews. That advantage is the ability to respond to negative app reviews, which could ultimately influence the user to change that review and rating. With app ratings and reviews being weighed heavily in both stores’ algorithms, this is an important factor in an app’s success.
While Apple doesn’t offer developers and marketers the ability to respond to reviews, there is a way to make negative ones disappear. The ability to remove bad app reviews isn’t something widely discussed, nor is it straightforward, but it is possible.
The solution here is you have to ask a user to remove their negative review. Your initial thought may be, “you can remove a review from the App Store?” The answer is yes. You, the developer can’t, but the user who left the review can.
1. In the App Store, the user should click “Apple ID” and sign in. A user can also select their Apple ID in the “iTunes & App Store” option in their phone’s Settings menu. Both will launch the “Account Settings” screen. This is the same screen a user would manage their in-app purchase subscription.
2. Select “Ratings and Reviews.” A list of all ratings and reviews left by that user will display.
3. Select and swipe left on the review that the user would like to delete. The option to remove will appear. Once a rating/review is removed, it will be taken down from the App Store within 24 hours.
A major challenge in all of this is there’s no way to know who left you a negative review outside of their username. You may, however, have a user who emailed your support team that you can tie to that review.
It’s not the best solution to fix negative reviews, but it’s a solution.
Do you have any methods of contacting a user who left you a negative review? Let us know in the comments below.