Do you read reviews before installing an app? Most of us do. But how often do we give reviews? Maybe once in a while. There is a big gap between what we read in reviews and the experience while using the product since a large part of them donât participate in review writing.
Reviews are essential for both companies and customers alike. Companies use reviews as a feedback loop to improve their products while consumers use reviews to decide on products. Consumer reviews, and popular opinion in general, sum up the wisdom of the general population and serve it as a means of collective intelligence, giving shape and structure to the wealth of information out there.
Numerous review platforms focus on consumer needs but all of them still fail to match reviews with experience. The need of the consumers while reviewing the apps is not considered as much as having the reviews on the platform.
In addition, people tend to give reviews only when they have a very good experience or a very bad experience. Which essentially shows us a black-and-white experience of consumers.
Reviews can be misleading if they provide an incomplete snapshot of experiences. â HBR
Misleading reviews could have led to problems for some applications and could have favored others. This makes the google play store biased which in turn makes it difficult for users to choose the right product. This case study proposes some ways with which we could mitigate this bias.
Research
Primary Research: A survey with 32 participants was conducted to better understand why people read reviews and how they look at them.
Four important questions from the survey help us understand what people think about reviews.
Read more here:Â Improving review system for Google Play Store | by Chitrabanu | Bootcamp | Medium
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