Strategies – Best practices to improve your ratings

If you want to improve your ratings, you need to do two things well:

1. Target your happiest users by using a range of satisfaction points
2. Get high engagement by testing your messages in lots of different places

We've seen this second point alone increase daily five-star ratings by 50%.

So once you've answered the question of quantity vs. quality, here are some best practices you can use to get more high-quality reviews.

Target satisfied users

If you haven't got around to it yet, fire up the Copilot.cx NPS system to benchmark data and access your Segmented NPS. This will reveal which segment of your users is happiest when creating a campaign audience.

Here are some general guidelines to help you filter these users:

• Active – Focus on users who are active and engaged with your product and brand. Never target users who have already churned.
• Age – In general, the longer a user has been with you, the better. But you may find a longtail of dissatisfied users who haven't left yet. So look out for a great window of users who are loyal but not dissatisfied.
• Activity pattern – Target users with above average app or device usage. After all, someone who uses your product daily is more likely to rate you five stars than someone who uses it once a month.
• Feature usage – Reach out to users who make regular use of your best or core features, as this cohort is most likely to be satisfied with your brand.

Leverage early satisfaction

Another great approach is to take advantage of early satisfaction.

If you have a large set of users who onboard quickly and easily, use email and in-app messages to ask them to leave a review.

Pinpoint your delight moments

If you're doing things right, the lifetime of each of your users will be a long one. And along the way, there will be key moments of delight that make them feel especially positive about your product or brand.

This could be anything from the first time someone experiences value from your product to hitting a specific personal milestone that was set in your app.

Once you've identified your delight moments, set up some campaigns, A/B test different types of messages, and try out various triggers for your in-app messages.

Negate your bad reviews

It's important to recognize that, at times, sending happy users to rate your product may not be enough.

Negative reviews rarely come from campaign reach-outs. So if you're getting a steady stream of negative reviews, it's important to fix the source of the problem.

Working on your customer experience is the best way to negate your bad reviews. This covers everything from onboarding and technical issues to product education and feature adoption.

Focus on the right retail and app stores

Read more about retail ratings and app store ratings to create the best sequence to increase your review scores.