Ratings & Reviews Dashboard

In This Article

Overview

The Ratings & Reviews Dashboard provides an overview of the app’s ratings & reviews dynamics, as well as gives you insights on the efficiency of your customer support strategy. 

Use this section to track key metrics and learn what can be improved in your customer support processes:

  • Learn how successful the latest release was
  • Track how many reviews you received and how many replies you sent 
  • Gauge how your replies affected the app's rating
  • View reviews that need the most attention
The data is being gathered starting from the moment app is added to AppFollow account.

The Ratings & Reviews Dashboard has four main sections: Graphs and Average Ratings, KPI Section, Release Insights, and Requires your attention. Read on to learn more about each section.

To get the most precise data, we recommend setting up the following integrations:
- App Store Connect: Reply to Reviews Integration
- Google Play: Reply to Reviews Integration with  Google Play: ASO Report Integration

When both integrations are set up for Android App - the rating split by country will be available. The country info in collected from the reviews details (this way AppFollow can to show at least some country distribution for the ratings here). But the irony is - Android has stopped providing country details for new reviews recently. So here you see the county split only for updated reviews (the reviews that have had the country details long ago and have been updated recently).

You can select an app at the top of the page and set the timeframe and countries for which you want to see data:


Charts and Average Ratings

Use this section to track the dynamics of the most significant ratings and reviews metrics and evaluate how the app performs overall.

Charts show the following metrics:

Metric Description
Reviews Received  The number of reviews published by users during the selected timeframe.
Reviews Replied The number of reviews that have a reply and were published by users during the selected timeframe.
Users Rated The total number of star ratings left by users during the selected timeframe (includes both ratings with and without a review).
Avg. Reviews The average rating of the reviews published by users during the selected timeframe.
Avg. Total Rating The average overall rating of the app. This is the same rating that is available on the public app page in the store.
Avg. New Rating The average of ratings that were submitted only during the selected timeframe. 


There are three views available that give an overview of received reviews and the dynamics of rating changes: 

  1. Replies Effect on Rating
  2. Reviews Dynamics
  3. Rating Dynamics.

You can view data by day, by week, or by month. 

Replies Effect on Rating helps visualize how many reviews you replied to when compared to the total number of reviews received during the time period, and what effect the replies had on the total rating.

For example: in the span of three months, the total number of reviews slightly decreased, while the number of replies published by the team increased almost by a third. As a result, the total average rating of the app improved. 

Reviews Dynamics shows how many reviews were replied to, the total number of received reviews, and how the review ratings were affected as a result of the replies.

For example: in January, the team covered less than half of the reviews they received, while the average rating of the reviews was less than 3 stars. By March, the team increased the volume of responses and the average reviews rating improved.  

Rating Dynamics shows how ratings changed during the selected timeframe.

For example, when users leave high new ratings for the app, you can see the total rating increase.

Average New Rating and Average Review Rating

On the right of the page, you'll find a section with stats about the  Average New Rating and Average Reviews Ratings. Click on the colored bar to see a breakdown of ratings by their amount of stars.

Metric Description
Avg. New Rating  The average of ratings received during the selected period. 
The dynamics compared to the previous similar period is provided. 
Note: This value is calculated as the average rating received during the selected period, and is different from the Avg. Total Rating that is available on the public app page in the store.
Avg. Reviews Rating 

The average rating of reviews published during the selected period.
The dynamics compared to the previous similar period is provided.

KPI Section

The KPI Section contains three tabs with different sets of KPIs: App Stats, Agents Stats, and Reply Stats. 

App Stats

The App Stats view provides general information on the number of reviews received, replies sent, and the number of new positive and negative ratings. 


Metric Description
New Positive Ratings The number of ratings with 4 and 5 stars received during the selected period.
New Negative Ratings  The number of ratings with 1 and 2 stars received during the selected period.
Reviews Received  The number of reviews received during the selected period.
Reviews Replied The number of reviews received during the selected period to which a reply was given.
Sentiment Score  The ratio of reviews with positive sentiment to the total number of positive and negative reviews. A score of 100% means that there are only positive reviews, and 0% means there were no positive reviews. Learn more about sentiment in our article on Semantic Analysis.

*Sentiment score is available for Favorite apps.

Agents Stats

Use this view to track your support team's performance.


Metric Description
Reviews Inbox without Answer  The total amount of reviews received during the selected timeframe that do not have a reply.
Top Agent The name and surname of the agent who posted the most replies during the selected period.
Average Response Time The average time it took to reply to a review during the selected period.
Reviews Tagged The percentage of reviews with tags out of the total number of reviews received within the selected period.
Popular Tags The top three tags and how often they were used on reviews received during the selected period.

Reply Stats

Use this view to gauge the results of working with reviews.


Metric Description
Reviews Replied The percentage of reviews with a reply out of the total amount of reviews received during the period.
Featured Reviews Replied The percentage of featured reviews that received replies.
Updated Reviews Replied The percentage of reviews that have been updated by the user and replied to by your team out of the total amount of reviews with updates that were received during the selected period.
Reply Effect The average rating change of reviews received and replied to during the selected timeframe.
No Reply Effect The average rating change of reviews received and left unanswered during the selected period.

Release Insights

The date range filter does not apply to the Release Insights section.

Support teams are the first who hear user feedback when a new app version is released. It's important to see the impact of tahe recent release or get an idea of how previous releases affected the app rankings in the store. By selecting a version (the default view provides the data for the current version of the app), you get the information on:


Metric Description
Release Score  A relative indicator that estimates how well the new release performed. The score is a letter grade and varies from E- (very bad performance) to A+ (excellent). The calculation of the score is based on the values of parameters such as app average rating, the average rating of app reviews, and the percentage of reviews with good and bad ratings compared to the benchmark value*.

*The benchmark is the average for top apps in the category, country, and store.

Avg. New Rating The average rating for the selected app version. The total number of rating and their dynamics compared to the previous version are also displayed.
Avg. Reviews The average rating of reviews received for the selected version. The total number of reviews and their dynamics are also displayed.

Top-3 Topics Shows the three most frequently used Semantic Tags. Hover your cursor over the bar to see the number of reviews with each tag.


Requires Your Attention

Get an overview of top-priority reviews and quickly respond to those that require attention.

We use a special algorithm to detect high priority reviews. The algorithm analyzes factors such as featured reviews, review updates, rating changes, the length of the review, and more. 

Here is a breakdown of the  algorithm:

Unanswered review that is Filter Date
Featured and ≤ 3 stars  Regardless of the selected timeframe
Any of the following conditions are met: 
    - Out of date and  ≤ 3 stars 
    - Unanswered and word count ≥45 words and ≤ 3 stars
    - Unanswered and updated to a worse rating
Sorted from latest to newest within the selected timeframe
All other unanswered and  ≤ 3 stars  Sorted from latest to newest within the selected timeframe

Note: The date range feature does not apply to featured reviews, since these are the reviews users will see first on the app page.

Key Benefits

  • Track the dynamics of ratings and reviews
  • See how replies affect the app rating by country
  • Evaluate the performance of your team with different sets of KPIs combined on a single dashboard
  • Measure the success of a release
  • Highlight areas in your support strategy that could be improved
  • Take immediate actions by replying to the reviews that need the most attention
  • Monitor your competitor's strategies
  • Export reports (coming soon).
Note: the basic version of the Ratings & Reviews Dashboard includes the Charts and Average Ratings section only. To get full access to the page, please contact your account manager or reach out to our support team at help@appfollow.io

Need more? Open the Support Beacon in the bottom right corner – we're here to help!

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