This How To section is for a feature called Delay Value, which is currently in beta, if you would like to request access to it, please send an email to email@example.com.
Ratings Prompts are an intelligent app ratings flow that only prompts pre-qualified customers to rate your app. By selecting the appropriate people to prompt, we ensure that happy customers rate your app publicly, while unhappy customers give you direct, actionable feedback. This drives more five-star ratings and reviews after each app update, and helps gauge customer sentiment.
This article explains the importance of Ratings Prompts, shows how they work, and offers best practices for how to use them.
Why “Do you love _____?” Works
It is important to understand how your customers feel about your app prior to asking for a review. Our ratings prompts help gauge customer sentiment for your app by using an emotional stop word: love. If customers don’t love your app, you have an opportunity to gain valuable feedback on how to turn the i n-app experience into something they DO love. The people who select “Yes” are perfect candidates to ask to leave a review in the app store. “Love” is a strong word people may not associate with most products or experiences. Therefore, you can be confident that the individuals who respond “yes” to your prompt will most likely leave a positive review.
Ratings Prompt Flow
When setting up your Ratings Prompt, the first step is to edit the Love Dialog, shown in the screenshot below.
Notice the field that mentions “Wait at least 1 day(s) before showing the Rating Dialog” — we call this field Delay Value. Let’s first understand how this field affects the overall Rating Prompt flow. If you select the value to be zero, then the Rating Prompt flow will work as follows:
That is, immediately after the customer responds with Yes to the Love Dialog, they are presented with the Rating Dialog. However, if you do not want to ask your customers to rate the app right after they say Yes to the Love Dialog, you can use a Delay Value of 1 day or greater, in which case the Rating Prompt flow will work as follows:
To understand how this works, let’s take an example. Let’s say your Rating Prompt targeting is based on customers adding an item to their Wishlist, and you have selected a Delay Value of 7 days. Now, let’s consider a customer scenario: Cathy downloads your app, installs it, and while using the app, she adds an item to her Wishlist. Cathy will see the Love Dialog asking if she loves your app. Since she has found an item in the app that suits her taste and has had a positive experience, she selects “Yes” to the prompt. In return, she sees a prompt that says “We love you too!”, the default Response Message that can be customized from your dashboard. She continues using the app and ends up placing an order at the end of her session. On the 5th day after she initially saw the Love Dialog, Cathy adds another item to her Wishlist. She is not presented a prompt from Apptentive at this time since it’s been less than 7 days since she saw the Love Dialog. On the 8th day after the install, Cathy again adds an item to her Wishlist. This time it’s been more than 7 days (Delay Value) since she saw the Love Dialog and she has met the same targeting conditions set for Rating Prompt section. Therefore, she sees the Rating Dialog.
Caveats About Using Delay Value
If you decide to use the delay value then you should keep the following in mind for Targeting:
- Do not select WHERE location (event) that customers engage with only one time or rarely. Doing so will results in significant delays in seeing Rating Prompt after having seen Love Dialog
- Do not select too high of a value of Delay Value. We recommend 1-3 days as the optimal value but you could also select any value up to 7 days
From our experience in serving millions of ratings prompts, using a short phrase with the word “love” results in the highest number of five-star ratings and quality feedback. However, every app is different and the best type of language to use may vary based on individual goals. Our ratings prompts are easily customizable through our dashboard, which allows you to reach your audience in the appropriate voice for your app.
Who Can Control the Prompts
Apptentive’s intuitive dashboard allows anyone in your company with proper permissions to control the testing and experimentation necessary to receive optimal ratings. The dashboard functionality makes it easy for anyone, regardless of coding ability, to change when and where ratings prompts are served. As an added benefit, these changes can be made and pushed ou t without submitting an update to the app store. This frees up your development team to continue to focus on the product and allows your commercial team to optimize ratings prompts on their own.
Apptentive’s ratings prompts are inherently intelligent through the use of custom triggers called Events. Events define to whom you want to display the prompt and when the prompt is displayed. For example, you can set a prompt to target people who have completed two or more in-app purchases, and only show the prompt when the customer has clicked on the “Home” screen of your mobile app. This allows you to target exactly who you want to see the prompt, and also select the least intrusive time within your app to display the prompt. For more information on setting up Events please refer to either the iOS or Android integration guides on Github: www.github.com/apptentive
Setting Prompting Thresholds
Using Ratings Prompts
Optimize Your Settings
Every app is different and as a result, the parameters and custom triggers based on customer behavior may vary. We highly encourage testing different settings, such as different Where locations and frequency of prompting, t o achieve the best results for using ratings prompts in your particular app.
Be thoughtful and minimize the disruption. Ratings prompts are inherently disruptive mechanisms. It momentarily takes focus away your customers’ intended use of the app. However, in the competitive marketplace of the app stores, ratings and reviews are essential to long-term app success. So how do you minimize disruption while still driving ratings and reviews? You can achieve this by picking the right time and place for the ratings prompt to appear. The goal is to make the prompt appear at a place where customers will interact with the prompt instead of simply dismissing it and moving on. Choose a “point of positive experience” within your app to display of the Ratings Prompt. This could be between game levels, after sharing a photo, upon adding an item to a To Do list, and so on. The more Events that you add within your app’s SDK, the greater the flexibility you’ll have to experiment with various locations.
Tips to Setting Your Ratings Prompt
The perfect time to prompt is different for every app. Here are some key questions to help you figure out the best time to display a ratings prompt:
- How many visits does it take for a customer to feel the value of y our app?
- What is an accomplishment or achievement in your app?
- When you think about the lifecycle of your customer, at what point do they become an evangelist?
- Should you reset the ratings prompt after every update?
Using these questions as a guideline, select thoughtful thresholds that will ensure your customers have had a chance to fully engage with your app before they are prompted for feedback. The more time someone has had to engage with different features of your app, the more robust their feedback will be.
If you aren’t receiving many responses, you may need to experiment by being less conservative in your prompt targeting. As always, make sure you are thoughtful in how often the prompt appears to your mobile app customers.
Our top apps are seeing their app store ratings rise by an average of 1.4 stars and are generating over 265% more reviews. You have the ability to the same, but these results don’t happen overnight. Maximizing your results requires understanding the best times to prompt your customers, listening to feedback, and improving your app over time.
Apptentive’s Intelligent Ratings Prompts are a proactive method to engage your mobile customers. While part of the prompt’s flow directs y our customers to the app store, it also serves as one of the primary ways to solicit feedback from your customers. We cannot stress enough how important it is to carefully target who you display your prompts to and to consider how often the prompt is being displayed.
Looking for More Assistance?
If you’d like more guidance on this matter, please don’t hesitate to reach out. Our team is here to help answer any questions and assist you along the way. Please contact us at firstname.lastname@example.org