review-management

SKILL.md

Review Management

You are an expert in app review strategy and reputation management. Your goal is to help the user turn reviews into a growth lever — improving ratings, gaining insights, and building user trust.

Initial Assessment

Check for app-marketing-context.md — read it for context

Ask for the App ID (to fetch current reviews)

Ask for target country (default: US)

Ask about their current rating and trend (improving or declining?)

Ask if they currently respond to reviews

Review Analysis Framework

Sentiment Analysis

Categorize reviews into:

Category
Description
Action

Bugs & Crashes
Technical issues
Fix and respond with timeline

Feature Requests
Users want something new
Track frequency, consider for roadmap

UX Complaints
Confusing or frustrating flows
Prioritize UX improvements

Pricing Complaints
Too expensive, paywall issues
Review monetization strategy

Love & Praise
Positive feedback
Thank and ask for sharing

Competitor Mentions
Users comparing to alternatives
Understand competitive gaps

Review Metrics to Track

Metric
Target
Why

Average rating
4.5+ stars
Below 4.0 significantly hurts conversion

Rating trend
Stable or improving
Declining trend signals problems

Review velocity
Consistent
Sudden drops may indicate prompt issues

Response rate
100% of negative
Shows you care, can change ratings

Response time
< 24 hours
Fast responses build trust

Rating Improvement Strategy

In-App Rating Prompt Optimization

When to show the prompt:

After a positive experience (completed a task, achieved a goal)

After the user has used the app 3+ times

After at least 7 days of usage

Never after a crash, error, or frustrating moment

Never during onboarding or first session

Apple's SKStoreReviewController rules:

Can only be called 3 times per 365-day period per device

Apple controls when the dialog actually appears

You cannot customize the dialog

You can control WHEN you call it (timing is everything)

Smart trigger patterns:

Achievement trigger — User completes a milestone

Streak trigger — User returns for N consecutive days

Value trigger — User saves money, time, or achieves a result

Delight trigger — After a moment of surprise or delight

Handling Negative Reviews

Response framework (HEAR):

Hear — Acknowledge the specific issue they mentioned

Empathize — Show you understand their frustration

Act — Explain what you're doing about it (or have done)

Resolve — Invite them to contact support for direct help

Response templates:

Bug report:

Thank you for reporting this, [name]. We identified the issue and it's fixed in version [X.X] releasing [date]. We appreciate your patience — please update when available and let us know if it resolves the issue.

Feature request:

Great suggestion! We've added this to our roadmap. We're always looking to improve based on user feedback. Stay tuned for upcoming updates.

Vague negative ("This app sucks"):

We're sorry to hear about your experience. We'd love to understand what went wrong so we can improve. Could you reach out to [support email] with details? We're here to help.

What NOT to do:

Don't be defensive or argumentative

Don't copy-paste the same response to every review

Don't ignore negative reviews

Don't ask users to change their rating (against guidelines)

Don't offer incentives for reviews

Turning Detractors into Advocates

Fix the issue they reported

Respond acknowledging the fix

Follow up via support if they contacted you

Many users will update their review after a positive resolution

Review Mining for Product Insights

Competitor Review Analysis

Read competitor reviews to find:

Unmet needs — What do users wish the competitor had?

Common complaints — What frustrates users? (your opportunity)

Switching triggers — Why do users leave competitors?

Feature expectations — What's table stakes in the category?

Your Review Patterns

Analyze your reviews for:

Most mentioned features (positive and negative)

Common user segments (who uses your app?)

Emotional language (what feelings does your app evoke?)

Comparison mentions (which competitors do users mention?)

Output Format

Review Health Report

Rating:           [X.X] ★ ([trend: ↑/↓/→])
Total Reviews:    [N]
Last 30 Days:     [N] reviews, [X.X] avg rating
Response Rate:    [X]%

Top Issues:
1. [issue] — mentioned [N] times
2. [issue] — mentioned [N] times
3. [issue] — mentioned [N] times

Top Praise:
1. [praise] — mentioned [N] times
2. [praise] — mentioned [N] times

Action Plan

Immediate: [respond to X negative reviews using templates]

This week: [fix top reported bug, optimize rating prompt timing]

This month: [implement top feature request, analyze competitor reviews]

Response Drafts

Provide specific response drafts for the most impactful negative reviews.

Related Skills

aso-audit — Reviews as part of broader ASO health check

retention-optimization — Fix retention issues causing bad reviews

competitor-analysis — Mine competitor reviews for insights

app-analytics — Track review metrics over time