> "One explanation is that dissatisfied customers are substantially less likely to give feedback"
This is given as a truth in the article but the opposite seem to be the truth for the app stores. From a pool of around 300k app users using our apps, organic reviews are much more likely to be negative. The explanation to this is believed (at our company) that unhappy users want to retaliate where the majority of users, the satisfied ones, doesn't have the energy or incentive to leave a review. The way we develop apps nowadays always include a prompt to rate after $conditionOnlyActiveUsersMatch is met. This skews our reviews to the positive side, leaving us with 4.5+ ratings. If we didn't artificially "game" the stores by asking happy users for reviews, we would be at one star because of the organic reviews being from 0.001% angry users.
This is given as a truth in the article but the opposite seem to be the truth for the app stores. From a pool of around 300k app users using our apps, organic reviews are much more likely to be negative. The explanation to this is believed (at our company) that unhappy users want to retaliate where the majority of users, the satisfied ones, doesn't have the energy or incentive to leave a review. The way we develop apps nowadays always include a prompt to rate after $conditionOnlyActiveUsersMatch is met. This skews our reviews to the positive side, leaving us with 4.5+ ratings. If we didn't artificially "game" the stores by asking happy users for reviews, we would be at one star because of the organic reviews being from 0.001% angry users.