Ratings, Reviews, and Responses

Customers provide ratings and reviews on the App Store to give feedback on their experience with an app and help others decide which apps they’d like to try. You can ask for ratings and respond to reviews to improve your app’s discoverability, encourage downloads, and build rapport with people who use your app.

Overview

Ratings and reviews influence how your app ranks in search results, and can affect whether someone downloads your app. Users can rate your app on a scale of 1 to 5 stars. They can also add a written review for iOS and macOS apps.

Individual ratings inform your app’s summary rating, which is displayed on your product page and in search results. This summary rating is specific to each territory on the App Store and you can reset it when you release a new version of your app. However, we recommend using this feature sparingly; while resetting the summary rating can ensure that it reflects the most current version of your app — useful if an update addresses users’ previous concerns — having few ratings may discourage potential users from downloading your app. In addition, keep in mind that resetting your summary rating does not reset your app’s written reviews. Past reviews will continue to display on your product page.

Asking for Ratings and Reviews

You can ask users to rate and review your app at appropriate times throughout the user experience. Make the request when users are most likely to feel satisfaction with your app, such as when they’ve completed an action, level, or task. Make sure not to interrupt their activity.

To give users an easy way to provide feedback on the App Store without leaving your app, use the SKStoreReviewController API. You can prompt for ratings up to three times in a 365-day period. Users will submit a rating through the standardized prompt, and can authenticate with Touch ID to write and submit a review.

Ensure that your support contact information is easy to find in your app and on your App Store product page. This gives users a direct way to reach you if they encounter difficulties, and gives you an opportunity to resolve negative experiences that may otherwise lead to poor reviews.

Best Practices and Guidelines

Get details on best practices for asking for ratings and reviews in the Ratings and Reviews section of the iOS Human Interface Guidelines. For guidelines on responding to customer reviews, see the Safety section of the App Store Review Guidelines.

Managing Reviews and Responses

iTunes Connect users with an Admin or Customer Support role can view, sort, and respond to reviews. Learn more

Responding to Reviews on the App Store

Addressing feedback directly on your App Store product page can help you create a better user experience and improve your app’s rating. You can respond to all reviews of your app, regardless of when they were written, in iTunes Connect. When you respond, the reviewer is notified and has the option to update their review. You can edit your response at any time, and only the latest version of your response will be shown.

The ideal response is concise and clearly addresses your customer’s feedback. Keep your responses respectful and do not include personal information, marketing language, or spam. Strive for a friendly tone that’s consistent with the voice of your brand. When possible, we recommend personalizing your responses rather than using generic responses for similar reviews.

If you can’t respond to every review, consider prioritizing reviews with the lowest star ratings or those mentioning technical issues with the current version of your app. Clearly acknowledge the reviewer’s feedback, and let them know you’re working on addressing the issue.

When you release an app update that fixes issues mentioned in older reviews, include this information in your release notes and consider replying to relevant reviews to tell these users about the fix. This can be an effective method for reengaging previously dissatisfied users.

Consider promptly replying to new and updated reviews following a major release of your app so that you can have a dialogue with users when they’re most interested in sharing feedback. You can set up email alerts in iTunes Connect Users and Roles to notify you when a user edits a review to which you’ve previously replied.

When to Direct Users to Apple Support

If a reviewer reports a downloading error or billing issue, direct them to Apple Support. If Apple determines that the issue is not related to the App Store or the user’s account, they will contact you about a possible issue in your app.

Reporting Concerns

If you see a review that contains offensive material, spam, or other content that violates Apple’s Terms and Conditions, use the Report a Concern option under the review in iTunes Connect instead of replying to the review. The user who wrote the review will not be notified that you reported a concern.