Respond to customer reviews
August 19, 2014
In some cases, the best approach is a direct approach. Using the respond to reviews feature on the Windows Phone Store Dashboard is one way to let customers know you’re listening to their feedback. With a review response, you can tell customers about the features you’ve added or bugs you’ve fixed based on their comments, or get more specific feedback on how to improve your app. This feature shouldn’t be used for marketing purposes.
You won't be able to respond to reviews created on devices outside the U.S. that aren’t running Windows Phone 8.1, or to reviews written by customers who have chosen not to receive review responses.
Sign in to the Windows Phone Store Dashboard, select one of your published Windows Phone apps, then go to the Reviews tab. Click the Respond button beside the customer’s review, write your response in the text box that appears, then press Send.
If this feature is enabled for your account, the Respond option will automatically appear in the Reviews section.
When you send a review response, the customer will receive it via an email from Microsoft. This email will also include your app’s support email address, which the customer can then use to contact you directly.
If you didn’t list a support email address for your app during the submission process, you can add one to the app’s Upload and describe your app package(s) page and resubmit the app. Not sure how to submit an update? See Guidance for app management for Windows Phone.
You won’t receive a customer’s personal contact information through this feature; Microsoft sends your review response directly to the customer.
Don’t include any marketing content or ads in your response: your reviewer is already your customer. Your response should be directly related to the specific app and review.
Don’t include any profane, aggressive, personal, or malicious comments in your response. Always be polite and keep in mind that happy customers will likely be your app’s biggest promoters.
Microsoft retains the right to revoke a developer’s permission to send responses for any reason.
A customer can report an inappropriate review response from a developer through the Report Concern link in the Details section of an app’s Store description. As noted earlier, Microsoft retains the right to revoke developer access to this feature.
Your relationship with your customers is your own. Microsoft doesn’t get involved if there are disputes between developers and customers. However, if you think that the content of a customer’s review of your app violates Content policies, please submit a support ticket.
Listening and responding to your customers is only the beginning. Acting on their feedback is also critical. If you make significant updates to your app, showcase them in the Store with confidence. To learn more about updating and maintaining your app, see Guidance for app management for Windows Phone.