Ratings and Comments
Ratings are determined by our Google Play users. After downloading an app, users can give a star rating and a comment. They are only able to rate or comment once per app, although they can always go back to revise them at anytime. You can view average user rating of your app on the app's Statistics page in your Google Play Developer Console.
Developers can reply publicly to any comment once. In such a case, an email will be sent to the commenting user with an option to update the comment or contact the developer directly through the support email address provided in the Google Play Developer Console.
Developer Comment Posting Policy
The public developer response feature is intended to help you resolve problems with your application and build relationships with users. Note that your use of Google Play is also governed by the Google Play Business and Program Policies. Please follow these policies when commenting on user reviews:
- Make it clear and relevant. Replies should directly address the user's comment in a clear, valuable and truthful manner. Whenever you can address the user's comment within the text of your reply, you should do so.
- Be nice. These are your users and you want to find resolution, not burn bridges. Do not post content that is abusive, hateful, or threatens or harasses others. Also, do not engage inappropriate user comments through replies. Instead, read our posting guidelines for users, and how to report inappropriate comments. Note you are bound to follow our posting policies regardless of the nature of the message you are replying to.
- Don’t solicit or promote. Users do not find solicitations and promotions relevant or useful.
- Keep it clean. Don't post content that is sexually explicit or contains profanity.
The use of this feature is a privilege, not a right. Failure to observe the above guidelines and any other Google Play terms may result in a suspension of your application or Google Play Developer account as outlined in the Google Play terms.
In your Developer Console you can view the user comments filtered by written language, device, app version and star rating. You'll also be able to set up filters to view user comments which match the criteria you select.
The developers can edit their replies at any time. If the user updates their review, then it is a good idea to update your developer reply.