How to reply to Google Play reviews, and why it moves your rating.
A reply is the only marketing message a user asked for. On one client app, reviews that got a reply were revised up +1.62★ on average. Here is how to write them.
Most teams treat review replies as customer support. They are also the cheapest rating work there is.
What happens when you reply
Google Play sends the user a push notification and an email with your app name, their review and your reply. Users can update their rating or review at any time, and Play Console shows any changes they make after you reply.
What we measured
On a 440K MAU client app, reviews that received a reply were revised by +1.62★ on average, against +0.67★ for reviews that didn't. Because Google Play's visible rating weights recent ratings, those revisions count. See how the rating really moves.
Google's rules for replies
- Be relevant: address the user's comment clearly, usefully and truthfully.
- Be respectful: nothing abusive, dismissive or threatening.
- Don't solicit or promote.
- Keep it clean: no explicit content or profanity.
Separately, Google Play policy prohibits incentivised ratings: never offer anything in exchange for a better rating.
Reply templates that work
| Situation | Reply shape |
|---|---|
| Bug you have fixed | "Thanks, [name]. This crash on [device] is fixed in version [x], out now. If it still happens, write to [support] and we'll look at it today." |
| Bug you are fixing | "You're right, and we're on it. We expect a fix in the next update; we'll reply here when it's live." |
| Feature request | "Good idea. [Honest status]. Here's how you can do it today: [workaround]." |
| Confusion about the app | "Here is how to [do the thing]: [two steps]." |
| Positive review | Short and specific; mention the feature they liked. |
A weekly routine
- Filter one-to-three-star reviews from the last week.
- Reply first to the ones whose problem is already fixed.
- Follow up on "we're fixing it" replies when the update ships.
- Tag recurring complaints and send them to the product team.
- At scale, use the Reply to Reviews API through your support tool.
For asking for new ratings, use Google's In-App Review API after a good moment, without gating on sentiment and without a rate-us button. Review themes now feed Google Play's AI surfaces too; see Ask Play.
Questions people ask
Does replying to Google Play reviews help your rating?
It can. Users are notified and can update their rating. On one 440K MAU client app, replied reviews were revised up +1.62★ on average versus +0.67★ for unanswered ones.
Are users notified when I reply to their review?
Yes. Google Play sends a push notification and an email with your reply.
What can't I say in a Google Play review reply?
Google asks replies to be relevant and respectful, not to solicit or promote, and to avoid explicit content or profanity. Never offer incentives for a better rating.
Want this mapped onto your product?
See how our ASO work runs, or send your store link and a founder will reply personally.
