How to write a good reply to an app review
A good developer response is fast, specific and human. Use the generator for the structure, then add one detail from the review so it doesn't read like a template:
- Thank them and use their words. "Thanks for telling us the export fails on iPad" beats "Thanks for your feedback".
- Own the problem. No excuses, no blaming the user's phone.
- Say what happens next: a fix in the next update, a workaround now, or what you need from them.
- Move the details to support. Never ask for account data in a public reply; give an email or a link instead.
- Follow up when it's fixed. Edit your reply; the user is notified again and often updates the rating.
When to reply
- 1–2 stars: always, within a day if you can. These are the reviews that change ratings when you answer well.
- 3 stars: reply when the reviewer names a problem; a fix can turn them into fans.
- 4–5 stars: a short thanks for detailed reviews, and a hint at a feature they might like.
More examples and templates in how to respond to App Store reviews and how to handle negative app reviews.
App Store and Google Play differences
- Google Play replies are limited to 350 characters. The counter above turns red when you go over.
- App Store replies can be longer, but short replies are read more often.
- On both stores, you can post one reply per review and edit it later, and the user is notified.