Manage User Reviews

User reviews are a really important part of your app's success. Reviews help you:

• Learn how people use your app, the features they need, and what they love most.
• Improve your offering – add requested features, fix bugs, remove unnecessary features, and more.
• Build good relationships with customers by showing them that you take their feedback seriously.

You can view and manage your user reviews in the Reviews page in your app's dashboard.

Get notified about new reviews

We send email notifications about new reviews to your Support Email with a link so that you can reply to reviews on the go. To add or update the Support Email address:

1. Go to the Contact Info page in your app's dashboard.
2. Add an email address in the Support Email field.
3. Click Save.

Respond to reviews

App owners can respond to reviews directly from the Reviews page. We strongly recommend checking your reviews at least once a day, and responding to questions and negative reviews within 24 hours.

To respond to a review:

1. Go to the Reviews page in your app's dashboard.
2. Click the More Actions icon next to the review you want to respond to.

Best practice for responding

• Keep your response friendly, professional, and to the point. As it's a public page everyone can see what you write, so always be calm and polite.
• Respond to frustrated customers with understanding (and don’t take it personally).
• If there are minor bugs that you aren’t fixing right away, reply to let them know you’re on it, and then edit your reply once it’s fixed.
• If you have any follow-up questions for users, continue the conversation over email or through your support page (include your email address or a link when you reply to the review). The Reviews page isn’t set up for conversations.
• If you’re able to resolve the user’s issue, ask them to rate your app again.

Get more reviews with prompts

We encourage you to request reviews from your users when and where it makes sense within your product flow (a happy moment works well, like when a user has completed their first action).

You can open a review modal as a new tab or window in any flow in your product, such as from within your product's dashboard, or refer users to it by including the link in an email.

Open it by calling this URL (substituing your App ID in the appropriate place in the URL):  

Prohibited ways to gather reviews

• Don’t force users to rate, review, share, or follow the app on social media by limiting access to your app or its content.
• Don't prompt users to give you a review in exchange for a discount, free trial, gift card, and so on.
• Don't write or solicit others to write fake reviews. All fake reviews will be removed and we will consider additional steps against those who generate such reviews.
• Don't create UX patterns that ask for reviews, such as including a step in an onboarding flow that requires users to leave a review to complete the process.

Removal of reviews

We can remove a review if it's:

• Breached guidelines: For example, the review was forced or requested in exchange for something.
• Spam or advertising.
• Irrelevant content: For example: 
  • Text that's nonsensical and is not a review.
  • A review that is not related to the app itself. For example, a general question about Wix or about another app.
• Profanity or slander.

If you've seen a review that you feel is inaccurate, open a ticket telling us why it needs removing. If there are several reviews that need action, gather them in a spreadsheet to help us take action.

See also

• About providing support
• About app removals