93% of consumers read online reviews before making a purchase decision—and mobile app users are no exception. When I'm working with clients on their mobile app strategy, one of the biggest confusion points I encounter is the difference between reviews and user feedback. People use these terms interchangeably, but they're actually quite different beasts that serve different purposes for your app's success.
Reviews are those star ratings and public comments you see on app stores—they're like a shop window display that potential users peek through before downloading. User feedback, on the other hand, is the direct input you collect from people actually using your mobile app; it's more like having a private conversation with your customers about what's working and what isn't.
The companies that listen to both their public reviews and private user feedback are the ones that build apps people actually want to keep using
Understanding these feedback types isn't just academic—it directly impacts how you improve your app and grow your user base. I've seen brilliant apps fail because they only paid attention to app store reviews, whilst ignoring the goldmine of user input they could have been collecting inside their app. Getting this right from the start can save you months of guesswork and thousands in development costs.
What Are Reviews?
Reviews are public opinions that people share about your mobile app after they've downloaded and used it. Think of them as mini reports that users write to tell other people what they thought of your app—the good bits, the bad bits, and everything in between.
Most reviews live on app stores like Google Play and the Apple App Store, right there on your app's page for everyone to see. Users typically give your app a star rating (usually out of five stars) and then write a few sentences explaining why they chose that rating. Some reviews are just a quick "Love this app!" whilst others can be proper essays detailing every feature they liked or disliked.
Why Reviews Matter So Much
Reviews carry serious weight in the app world. When someone's browsing the app store looking for a new app, they'll almost always check the reviews before downloading. A bunch of five-star reviews with positive comments can convince someone to give your app a try; lots of one-star reviews will send them running to your competitors faster than you can say "download". Understanding how important an app's reviews and ratings truly are is crucial for app success.
What makes reviews particularly powerful is that they're completely public and permanent. Once someone leaves a review, it stays there for other potential users to read—which means every review becomes part of your app's reputation, whether you like it or not.
What Is User Feedback?
User feedback is any information people share about their experience using your mobile app. Unlike reviews, which are public ratings posted on app stores, user feedback comes directly to you through various channels within your app or through customer support.
Think of it this way—when someone downloads your app and finds a bug, they might report it through your help section. That's user feedback. When they suggest a new feature via email, that's feedback too. It's basically any direct communication between your users and your development team about how your app works or could work better.
The Many Forms of User Input
User feedback comes in loads of different shapes and sizes. You've got crash reports that automatically send technical data when something goes wrong; you've got survey responses where users rate specific features; there are support tickets when people need help; and sometimes just casual comments sent through your contact form.
What makes user feedback so valuable is that it's usually more detailed than reviews. People tend to be more specific about what's not working or what they'd love to see added. This gives you proper actionable insights rather than just knowing someone's happy or unhappy.
Set up multiple feedback channels in your mobile app—in-app forms, email support, and crash reporting tools—to capture different feedback types from your users.
How Reviews And User Feedback Are Different
Now here's where things get interesting—reviews and user feedback might seem like the same thing, but they're actually quite different beasts. I've seen many app developers treat them as one and the same, which is a mistake that can cost you valuable insights.
Reviews are public statements that everyone can see. They're posted on app stores where potential users browse and make decisions about whether to download your app or not. Think of them as your app's public face—they influence how others perceive your product before they've even tried it. Reviews tend to be more polished and considered because people know others will read them.
The Private vs Public Split
User feedback, on the other hand, is typically private communication between you and your users. It comes through support channels, in-app feedback forms, or direct emails. Because it's private, people tend to be more honest and detailed—they'll share specific problems, suggest improvements, or explain exactly what's frustrating them without worrying about how it sounds to strangers. This explains why app users often leave bad reviews instead of contacting support first.
The timing is different too. Reviews usually happen after someone has formed a strong opinion about your app, whilst feedback can come at any point during their journey. A user might send feedback after using your app for just five minutes, but they probably won't leave a review until they've used it for weeks.
Where Reviews Come From
Reviews for your mobile app come from several different places, and understanding where they originate helps you manage them better. The most obvious source is the app stores themselves—Apple's App Store and Google Play Store. When someone downloads your app, they can leave a rating and write a review directly on the store page. These are the reviews that potential users see first, which makes them incredibly important for your app's success.
But app store reviews aren't the only place people share their thoughts about your mobile app. Social media platforms like Twitter, Facebook, and Instagram are common places where users voice their opinions. They might tweet about a frustrating bug or post on Facebook about how much they love a particular feature. Online forums and communities, especially Reddit, are also hotspots for app discussions.
Reviews can pop up anywhere online where people gather to discuss apps and technology
Tech blogs and review websites represent another source of reviews, particularly for new or popular apps. These tend to be more detailed and professional than user reviews. Some reviews even come from unexpected places—customer support emails, survey responses, or casual conversations that later turn into formal feedback. The key is recognising that reviews can appear anywhere people talk about apps online.
Where User Feedback Comes From
User feedback flows into your mobile app from loads of different places—and honestly, some sources are way better than others. The most obvious place is your app itself through built-in feedback forms, rating prompts, or contact buttons. Smart developers put these right where users are likely to have opinions; after they complete a task or when something goes wrong.
Your app's support channels are goldmines too. Customer service emails, live chat conversations, and help desk tickets tell you exactly what's frustrating people. I've seen apps completely transform just from fixing the top five issues mentioned in support requests.
Direct and Indirect Feedback Sources
Social media is where users really let loose—Twitter complaints, Facebook comments, Instagram stories. They're not talking directly to you, but they're definitely talking about you. App analytics tools show you what users do rather than what they say, which can be more revealing than any survey.
- In-app feedback forms and rating prompts
- Customer support emails and live chat
- Social media mentions and comments
- User testing sessions and interviews
- Analytics data showing user behaviour
- Beta testing groups and focus groups
The key is casting a wide net because users share feedback everywhere except where you want them to. Some will email you directly, others will complain on Reddit, and many will just quietly delete your app without saying a word. Learning how to get users to leave feedback about your app is a skill that can dramatically improve your product development process.
How To Use Reviews And User Feedback For Your Mobile App
Right, so you've got your mobile app built and you're starting to collect reviews and user feedback—but what do you actually do with all this information? This is where many app owners get stuck. They collect the data but then it just sits there, doing nothing.
The key is treating reviews and user input differently because they serve different purposes. Reviews are your public reputation management tool. When someone leaves a one-star review saying your app crashes on startup, you need to respond publicly and fix it fast. These reviews influence whether new users will download your mobile app in the first place.
Always respond to negative reviews professionally and mention what you're doing to fix the problem. Future users read these responses.
Using Different Feedback Types Strategically
User feedback, on the other hand, is your product development goldmine. This is where you'll find detailed suggestions for new features, workflow improvements, and usability issues that might not show up in public reviews. I've seen apps completely transform their user experience based on private feedback—changes that would never have happened if they'd only looked at app store reviews. This is particularly relevant when handling user feedback after your MVP launch.
- Use reviews to monitor your app's reputation and fix critical issues
- Use private feedback to guide feature development
- Use surveys to ask specific questions about user behaviour
- Use analytics feedback to spot patterns in how people actually use your app
The smart approach is creating a system where both types of user input feed into your development roadmap, but with different priorities and timescales. If you're struggling with ratings specifically, there are proven strategies for improving your app's ratings through targeted improvements.
Conclusion
After working with countless app developers over the years, I've seen too many teams make the mistake of treating reviews and user feedback as the same thing. They're not—and understanding this distinction can make or break your app's success.
Reviews are your public face; they're what potential users see when deciding whether to download your app. User feedback is your secret weapon for improvement—it's the detailed, often private insights that tell you exactly what needs fixing and what's working brilliantly.
The smart approach? Use both strategically. Let reviews guide your marketing and positioning decisions whilst using feedback to drive your development roadmap. When a CEO tells me their app isn't performing well, nine times out of ten they've been ignoring one or the other—usually feedback.
Don't make that mistake. Set up proper channels for both, respond to reviews professionally, and actually act on the feedback you receive. Your users will notice when you listen, and they'll reward you with better reviews, more detailed feedback, and increased loyalty. It's a cycle that successful apps master early, and struggling apps learn about far too late.
