View and analyze your app's ratings and reviews - Google Help

Users can rate your app on Google Play with a star rating and review. ... For tips on analyzing your reviews, visit the Android Developers site. SkiptomaincontentViewandanalyzeyourapp'sratingsandreviewsInPlayConsole,youcanseeanoverviewofyourapp'sratings,individualuserreviews,andclustereddataaboutyourapp'sreviews. UserscanrateyourapponGooglePlaywithastarratingandreview.Userscanonlyrateanapponce,buttheycanupdatetheirratingorreviewatanytime. Tip:Ifyou'reauserlookingforinformationonreviewsthatyou'veposted,gototheGooglePlayHelpCenter. Browseratings UsingthePlayConsolewebsite Viewyourapp'sratingsdata OpenPlayConsoleandgototheRatings page(Ratingsandreviews>Ratings). Scrollthepagetoviewtheavailableratingsdata,whichisdescribedbelow. Note:Currently,theratingthatusersseeonGooglePlayisweightedtowardsmorerecentratingstoreflectchangesandupdatesthatyoumaketoyourapp. Overview Atthetopofthepage,you’llseeanoverviewofyourapp’sratings,whichincludes: GooglePlayrating:YourappratingshowntousersonGooglePlay.Thisiscalculatedbasedonyourmostrecentratings. Lifetimeaveragerating:Youraverageratingfromwhenyoufirstlaunchedyourapp. Users:Thetotalnumberofuserswhohaveratedyourapp.Notethatuserscanupdatetheirratingatanytime. Totalratings:Numberofratingsyourapphasreceivedinitslifetime. Note:Totalratingsisonlyavailableforappsthathavereceivedfiveormoreratings. Ratingvs.peers:Howyourapp’sratingcomparestoarecommendedsetoracustompeergroupthatyouselect. Compareratingstopeers  Nearthetopofyourapp’sRatingspage,inthe“Ratingsvs.peers”card,selectEditpeergrouptocreateacustompeergroup.Afteryoucreateacustompeergroup,youcanseehowyourappcompareswithotherappsonGooglePlaythatyouselect. Onyourapp’sRatingspageandonany“Ratingsbreakdown”card,youcanseehowyourapp’sratingscomparewithoneoftheappsinyourcustompeergroupbyhoveringoveranyoftheappiconsdisplayedonaRatingsvs.peerscard. Performanceovertime Underyourapp’sratingsummary,youcanviewhistoricalanddetailedratingdata.YoucandownloadthedatainanychartyouseeusingtheDownloadCSVbutton.Thisallowsyoutoanalyzeyourdataoffline. Usethedate-rangeselectortochoosewhattimeperiodyouwantyourdatatocover.Thiscoversarangefromthelast28days,toyourapp’swholelifetime. Usetheperiodselectortochoosehowyourdataisaggregated:daily,everysevendays,orevery28days. Averageratingshowsyouraverageratingovereachperiodinyourselecteddaterange.Youcanchooseifthisaverageisjustfortheperiod(forinstancetheaverageratingforagivenday),oryourrollinglifetimeaveragerating(youraveragetotallifetimeratinguptothatday).Yourpeers’medianperformanceisdisplayedtohelpyoucompareyourapp’squality. Ratingdistributionshowsthenumberofeachratingthatyoureceivedovereachperiodinyourselecteddaterange.Changetheselectorto"Percentages"ifyouwanttoevaluateyournormalizeddistribution,asopposedtoabsolutenumbersreceived.  Tip:byselecting"Lifetime"inthetimedate-rangeselector,and“Daily”intheperiodselector,youcanusetheDownloadCSVoptionin"Ratingsdistribution"todownloaddataonalloftheratingsthatyourapphaseverreceived. Ratingsbreakdown Seehowmanyratingsthereare,andyouraveragerating,acrosskeydimensions:  Country/region Language Appversion Androidversion Devicetype Devicemodel Operator SelectExploreonany"Ratingsbreakdown"cardtoseemoreinformationforthatdimension,includinghowyourappcomparestootherappsonGooglePlay. Averagerating:Yourapp'sratingfortheselectedtimeperiod,numberofratings,andbreakdowntype. Numberofratings:Thenumberofratingssubmittedforyourappfortheselectedtimeperiodandbreakdowntype. Shareofratings:Howthenumberofratingsperrowcomparestoyourapp'stotalratings. Peers'median:TheaverageratingforappsinthesameGooglePlaycategory. Vs. peers'median:Howyourapp'sratingcomparestoappsinthesameGooglePlaycategory.Forexample,ifyourapp'sratingis3.9withadifferenceof+1.2,similarappshavearatingof2.7. UsingthePlayConsoleapp WhenyouviewyourratingsdatawiththePlayConsoleapp,you'llseeyourapp'saverageGooglePlayrating,howindividualusersratedyourapp,andhowyourappperformedoverweeklyandmonthlytimeperiods. OpenthePlayConsoleapp. Selectanapp. Scrolldownandtapthe"Ratings"card.Tochangethedaterange,tapthedownarrow. Browsereviews UsingthePlayConsolewebsite Seereviewsforproductionapps OpenPlayConsoleandgototheReviews page(Ratingsandreviews>Reviews). Decidehowyouwanttobrowsereviews. Filter:Toseereviewsbasedoncertaincriterialikedate,language,replystate,starrating,appversion,device,andmore,selectfromtheavailablefilters. Sort:Toseereviewsbasedonrating,date,orhelpfulness,selectthe"Sortby"drop-down. Search:Tolookforspecificwordsinyourreviews,usethesearchbox. Seetestingfeedback Ifyouhaveanappintesting,youcanaccessandreplytouserfeedbackin PlayConsole.Betafeedbackfromusersisonlyvisibletoyouandcan'tbeseenonGooglePlay. OpenPlayConsoleandgototheTestingfeedback page(Ratingsandreviews>Testingfeedback). Decidehowyouwanttobrowseyourfeedback. Filter:Toseebetafeedbackbasedoncertaincriterialikedate,language,replystate,appversion,device,andmore,selectfromtheavailablefilters. Search:Tolookforspecificwordsinyourfeedback,usethesearchbox. UsingthePlayConsoleapp OpenthePlayConsoleapp. Selectanapp. Scrolldowntothe"LatestReviews"card.  Tofilterreviewsbasedonlanguage,appversion,date,orstarrating,tapViewmorereviewsandthenthefiltericon.SelectyourpreferencesandtapApplyfilter. Reviewformat Reviewsareautomaticallytranslatedtothelanguagethatyouusein PlayConsole.Toseeareviewinitsoriginallanguage: UsingthePlayConsolewebsite:Nexttoatranslatedreview,selectShoworiginalreview. UsingthePlayConsoleapp:Nexttoatranslatedreview,tapthedownarrow. Oneachreview,youcanseeauser's: Starratingforyourapp Username Timestamp Somereviewsalsoinclude: Reviewtitle(inbold) Device/appversiondetails(e.g., manufacturer,screensize,OS,versioncode,andlanguage) Helpfulvotesfromotherusers Ahistoryofyourrepliesandanychangesausermakestoareviewafteryoureply.Toshowallrepliesseparately,clickHidehistoryatthetopofareview. Note:Ratingsandreviewsincludedifferentversionsofthesamepackage.Appratingsdon'tstartoverwhenyoupublishanewversionofyourapp. Analyzeyourreviews Tohelpyoutargetthemostimpactfulimprovementstoyourapporgame,youcanviewtoptrendsandissuesthatusersmentioninyourapp'sreviews.Fortipsonanalyzing yourreviews,visittheAndroidDeveloperssite. Toseetoptrendsandissuesforyourapp,openPlayConsoleandgototheReviewsanalysis page. Thefollowingfeaturesareavailableonthewebversionof PlayConsole. Reviewhighlights:seepopularthemesinyourapp'sreviews Inthe"Highlights"section,you'llseetermsanduserquotesthatsurfaceregularlyinreviewswritteninEnglish.Highlightsupdateregularlytoletyouknowaboutthelatestuserexperienceswithyourapp. Weusemachinelearningalgorithmstocreatehighlightsandapplyfilterstomakesureonlythemostrelevantreviewsareincluded. Forhighlightstobeavailable,yourappneedstohaveenoughsimilarreviewsaroundmorethanonethemeortopic. Userscanseeyourapp'shighlightsonitsGooglePlaystorelisting. Benchmarksandtopics:seehowdifferenttopicsimpactyourapprating Inthe"Benchmarksandtopics"section,youcanseehowusersreviewyourappinrelationtospecificcategories. Thiscanhelpyouidentifyandunderstandtrendsinyourapp'sreviews.Thetworeports,benchmarksandtopics,analyzehoweachtopicimpactsyouroverallapprating. Anydataavailablewithinyour"Benchmarksandtopics"sectionisonlyvisiblein PlayConsoleandisn'tvisibletousers. Typesofreports Benchmarks:Inthebenchmarkssection,you'llseehowusersrateyourappacrossaseriesofstaticcategoriesusedtomeasureallappsinthesameGooglePlaycategory(e.g., Health&FitnessorLifestyle). ThebenchmarksreportisavailableforreviewswritteninEnglish. Topics:Inthetopicssection,you'llseeadynamiclistoftermsmentionedinreviewsspecifictoyourapp.ThetopicsreportisavailableforreviewswrittenondevicesusingEnglish,German,Hindi,Italian,Japanese,Korean,Portuguese,orSpanish. Datapointsforyourapp Atthetop-rightofthe"Benchmarksandtopics"section,youcanchangethetimeperiodforyourreport.Youcanalsofilterresultsbyartifact.Whenviewingyourdata,you'llseethefollowinginformation: Commontopic:AfixedsetoftopicsrelevanttomostappsinthesameGooglePlaycategory.Commontopicsinclude: Design:Reviewsthatmentiontheapp'svisuals(e.g., graphics,beautifulgame,looksgood,etc.) Privacy: Reviewsthatmentiontheabilitytocontrolinformationcollected Profile:Reviewsthatmentiontheapp'ssignupexperience(e.g., login,can’tlogout,signup,etc.) Resourceusage:Reviewsthatmentiontheapp'simpactonhardwareconsumption(e.g., battery,memory,data,etc.) Speed:Reviewsthatmentiontheappspeed(e.g., lags,slow,fast,etc.) Stability:Reviewsthatmentionappfailures(e.g., crashes,bugs,freezing,etc.) Uninstalls:Reviewsthatmentionuserreasonsforuninstallinganapp(e.g., uninstall,uninstalling,uninstalled) Update:Reviewsthatmentionthelatestappversion(e.g., version,update,etc.) Usability:Reviewsthatmentionhowusersexperiencetheflowoftheapp(e.g., easytouse,difficulttonavigate,userfriendly) Topic:Adynamicsetoftopicsthatusersmentionmostfrequentlyspecifictoyourapp. Averagerating:Themostnegativereviewswillberedwitharatingof1.Themostpositivereviewswillbegreenwitharatingof5. Numberofreviews:Thenumberofreviewsassociatedwiththattopic.Thelinechartdisplaysthechangeinvolumeoverthelengthoftimeselected. Effectonrating:Anyredbarsarebringingdownyourrating,andgreenbarsareimprovingyourrating.Thewidthofthecoloredbarshowshowmuchthattopicimpactsyouroverallrating. Peerbenchmarks Inadditiontothedataforyourapp,benchmarksshowhowyourappcomparestoothersinthesameGooglePlaycategory. Ratingvs.peers:HowyourratingcomparestoappsinthesameGooglePlaycategory.Forexample,ifyourapp'sratingfordesignis3.9withabenchmarkdifferenceof+1.2,similarappshavearatingof2.7. Numbervs.peers:HowthenumberofreviewspertopiccomparestoappsinthesameGooglePlaycategory.Forexample,ifyourapphas1,000reviewsforstabilitywithavolumedifferenceof0.5x,similarappshaveanaveragereviewvolumeof2,000. Updatedratings:seehowusersupdateratingsandreviewsovertime Inthe"UpdatedRatings"section,you'llseehowusershaveupdatedtheirratingsandreviewsoverthetimeperiodselected. Typesofupdatesfromusers Withreplies:Inthisrow,you'llseedatarelatedtouserswhoupdatedtheirratingorreviewafterreceivingareplytotheiroriginalreview. Withoutreplies:Inthisrow,you'llseedatarelatedtouserswhoupdatedtheirratingorreviewwithoutreceivingareplytotheiroriginalreview. Datapointsforyourapp Returningusers:NumberofuserswhoreturnedtoGooglePlaytoupdatetheiroriginalratingorreview. Updatestoratings:UponreturningtoGooglePlay,the"changestoratings"sectionshowswhetherusersincreased,decreased,ormaintainedtheiroriginalrating.Youcanusethecoloredbarstoseehowreplyingtoreviewsimpactschangestoyourapp'srating. Red:Theredsectionshowsthepercentageofuserswholoweredtheiroriginalrating. Grey:Thegreysectionshowsthepercentageofuserswholefttheiroriginalratingunchanged. Green:Thegreensectionshowsthepercentageofuserswhoincreasedtheiroriginalrating. Averageratingchange:Averagechangetotheapp'sratingfromreturningusers. Replytoreviews Toreplytoreviewsfrom PlayConsole,makesureyouhavethe"Replytoreviews"permission. Youcanwriteonepublicreplyforeachuserreviewofyourapp.Youcanedityourreplytoareviewatanytime. Afteryoureplytoauser’sreview,theyreceiveapushnotificationandanemailnotification. Emailnotificationsincludethefollowinginformation: Nameofyourapp Dateoftheuser'sreview User'srating&reviewofyourapp Yourreply Linktocontactyoubyemail(usingthecontactemailaddresslistedonyourapp’sstorelistingpage) Forbestpracticesonengagingwithyourusersthroughreviews,visittheAndroidDeveloperssite. UsingthePlayConsolewebsite Whenyou’rereplyingtoareview,youcantypeyourownreplyorselectasuggestedreply,whichisaresponsebasedonauser’sreview.Ifyouchoosetouseasuggestedreply,youcanedititbeforepublishingyourresponse. SuggestedrepliesareonlyavailableforrecentreviewswritteninEnglishfordeveloperswhoview PlayConsoleinEnglish.Suggestedrepliesaren’tavailableforreviewsthatyou’vealreadyrepliedto. Here’showtoreplytoareview: OpenPlayConsoleandgototheReviews page(Ratingsandreviews>Reviews). Inthe“Yourreply”fieldbelowareview,typeyourresponseorselectasuggestedreply. Ifyouselectasuggestedreplyandyouhaven’taddedcontactinformationtouseinsuggestedrepliesbefore,typeaphonenumber,emailaddress,orwebsite. SelectPublishReply. Note:Toupdateyourcontactinformationusedinsuggestedreplies,visityourAccountdetailspage. UsingthePlayConsoleapp OpenthePlayConsoleapp. Selectanapp. Scrolldowntothe"LatestReviews"cardandtapanindividualreview. TapReplyandenteryourtext. Topublishyourreply,tapthearrowicon. UsingtheReplytoReviewsAPI WiththeReplytoReviewsAPI,youcanretrieveandreplytoreviewsusingthird-partyserviceslikeZendeskandConversocialorbuildyourowncustomintegration. Asacourtesytootherdevelopers,theReplytoReviewsAPIenforcesseveralquotas.TorequestanAPIquotaincrease,filloutthisform. Formoreinformation,gototheGoogleDeveloperssite. Commentpolicies DeveloperCommentPostingPolicy Thepublicdeveloperresponsefeatureisintendedtohelpyouresolveproblemswithyourappandbuildrelationshipswithusers.YouruseofGooglePlayisgovernedbytheGooglePlayBusinessandProgramPolicies. Pleasefollowthesepolicieswhencommentingonuserreviews: Makeitclearandrelevant:Repliesshoulddirectlyaddresstheuser'scommentinaclear,valuableandtruthfulmanner.Trytoaddresstheuser'scommentwithinthetextofyourreply. Benice:Theseareyourusersandyouwanttohelpthemfindaresolution,notburnbridges.Donotpostcontentthatisabusive,hateful,dismissive,orthreatensorharassesothers.Also,don'tengageinappropriateusercommentsthroughreplies.Instead,readourpostingguidelinesforusersandlearnhowtoreportinappropriatecomments.Youneedtofollowourpostingpoliciesregardlessofthenatureofthemessageyouarereplyingto. Don'tsolicitorpromote:Usersdonotfindsolicitationsandpromotionsrelevantoruseful. Keepitclean:Don'tpostcontentthatissexuallyexplicitorcontainsprofanity. Theuseofthisfeatureisaprivilege,notaright.FailuretoobservetheaboveguidelinesandanyotherGooglePlayterms,mayresultinasuspensionofyourapplication,orGooglePlaydeveloperaccountasoutlinedintheGooglePlayterms. Reportinappropriatereviewsandcomments Ifyouseearevieworcommentthatdoesn'tfollowthestandardsofourcommentpostingpolicy,gotoreportinappropriatereviews. Signupforreviewnotifications Toreceiveemailnotificationswhenuserswritenewreviews,updateexistingreviews,orsubmitnewtestingfeedback,youcan set upyournotification preferences. Tolearnmoreaboutemailnotifications,gotomanageyourdeveloperaccountinformation. DownloadreportsfromGoogleCloudStorage YoucanaccessanddownloadreportsasCSVfilesfromGoogleCloudStorage.ReportsaregenerateddailyandaccumulatedinmonthlyCSVfiles.   Wasthishelpful?Howcanweimproveit?YesNoSubmitNeedmorehelp?SigninforadditionalsupportoptionstoquicklysolveyourissueSignintrueHomeUsethePlayConsoleapptotrackappperformanceHowtousePlayConsoleViewappstatisticsReviewyourapp'srevenueandbuyerdataViewandanalyzeyourapp'sratingsandreviewsSearchClearsearchClosesearchGoogleappsMainmenuSearchHelpCentertrue92637false