Today was a day of celebration for us at the MeDine office. We successfully touched the 300 Ratings/reviews mark on the Google Playstore.
And the cherry on the cake- The overall app rating went up a notch to 4.4.
While we believe and strive by the mantra of ‘find ways to delight your customer’, it’s the metrics that show whether our thoughts translate to results.
It hasn’t been easy getting to these numbers. It’s only a tiny percentage of the user base that actually takes the time to write a review or give you a rating.
So how do you tackle this hurdle?
There was a lot of learning (and some relearning too) along this journey. I’d like to share some of them here for those of you who are in a similar situation:
300 ratings on Play store/100 ‘plus ones’ on Google plus: How we did it
- Fight for that feature
Have a shortage of resources? Got way too many priorities to deal with?This is a common story with almost every startup/small company. If I had a penny for every time my dev team refused to work on a (much needed) feature request citing work overload,…. well you get it.Perseverance and patience are your allies in such genuinely sticky situations. We would often run into cases with competing priorities: a bug/feature that is important but not urgent, one that is urgent but not critical.If there’s no time for it today, there will be, eventually. Your perseverance can help make that tomorrow come sooner.
- Don’t just reply to a review, track it in detail
Track your user reviews/feedback. At our company, we maintain a shared spreadsheet of every customer review/feedback. Corresponding to each entry, we put in updates of if and when the aspect can be addressed.The key here is to be as specific as possible: Avoid putting in generic entries like ‘ deferred’ or ‘low priority’ or ‘working’. Assign an owner to a request/complaint. Put a timer on it (This is actually easy to do if you’re using a spreadsheet). Getting into these details helps keep the issues alive and in the minds of your team mates.
- Communicate clearly with your customer
Has the customer asked for something that even you want, but you know you can’t implement any time soon? Then communicate that specifically. Avoid a generic ‘That’s a good suggestion’ or ‘It’s on our radar’.While it’s not music for a customer to hear a ‘Sorry we can’t do it now’ tune, it definitely conveys that they are being taken seriously.
- Follow Up
Once you have successfully implemented a customer suggestion or worked on a bug a customer pointed out, it’s time to let them know you worked on their suggestion.While getting them to change their review is one obvious intent, this act serves a bigger and deeper purpose: It shows your customers like (almost) nothing else can, that you truly are customer centric. Often times, this leads to a customer converting to a loyal supporter.
- Find that ‘delight’ moment
What is that moment when you can be sure your customer is delighted to hear your app’s name? It’s most likely your primary use case scenario. Find that moment. Put in hours/days/weeks hunting for it, if required. That’s how important this is.
For us, it’s when a customer redeems their points for a reward. They are extremely happy when they receive the E-Gift cards. We use this moment to make an earnest appeal for a good, fair review. This has worked out well for us.
Avoid throwing in a ‘Rate us if you like us’ dialogue at random instances. As an app user, I often find it annoying when the app i’m browsing through decides to pop the question every few minutes. Most apps get the timing wrong. This almost always leads to users hitting the ‘later’ or ‘not now’ button. A few moments of research really helps avoid this scenario largely.