If you’re publishing a Chrome web app, one thing you may have noticed is that the Chrome Web Store doesn’t have a great feedback mechanism built into the review system.
If you’re finding you’re getting a lot of unhelpful one star reviews, there’s a chance something is wrong with your app and users might not be able to communicate this on their own. This is where the “User Feedback” system comes in.
The User Feedback feature
The User Feedback system is essentially an issue tracking system built in to the Chrome Web Store. It lets users post comments, report issues and otherwise send feedback for your app which you can reply to and use to solve problems.
The User Feedback system lets other users see the issues that have been reported, so they can see whether a problem has already been reported as well as what the solution to the problem might have been. This can be helpful in resolving issues and also in preventing bad reviews.
Enable User Feedback
You can enable user feedback from the Chrome Web Store Developer Dashboard, available from the gear icon at the top-right of the web store.
From the Dashboard you can enable the feature from the options at the bottom of the screen.
Once you have enabled the User Feedback feature, users will see a “Send Feedback” button with a gear icon on the details tab of your app page.
Dealing with feedback
You can view feedback through the Developer Dashboard by clicking “User Feedback” next to your app, or you can go through the web store and click “send feedback” on your app.
The User Feedback system doesn’t email you when someone creates a ticket, so you need to check back every few hours, days, weeks depending on your project.
Unfortunately the developer dashboard is a somewhat rudimentary interface, but you can still use it to reply, request more information, adjust the status of tickets and keep track of issues that users are reporting for your app.
Making the most of User Feedback
While the user feedback option is great on its own, there are a few ways you can encourage people to leave quality feedback you can work with.
The simplest method is to place a line in the description text of your app page, directing people to the feature if they have any problems. This can be helpful especially if your app is new, because people love being able to report issues and help out.
One of the more successful methods is to place a direct link to the User Feedback page from within your app.
The feedback link doesn’t have to be a prominent item, just enough for people to know it’s there. This way if something goes wrong, it encourages people to air their grievances on the feedback form rather than on the review page where you can’t do anything to help them.
Issue Tracking for Chrome Apps
The User Feedback module is a great addition to the web store, and means you don’t have to set up your own helpdesk infrastructure to deal with problems arising in your apps.
Of course it’s an entirely optional service but it’s useful to get feedback from users in a familiar, non-confrontational way. This helps make your app better, and leaves happy users and developer alike.