The Reviews & Ratings feature on the Zoom App Marketplace helps app owners gather direct feedback from verified users. This feedback influences your app’s visibility, credibility, and adoption. Below is a guide to help you understand, manage, and respond to reviews effectively.
Overview
The Reviews & Ratings section on your app’s Marketplace listing allows users to:
- Rate your app on a five-star scale (average rating displayed once at least three ratings are received).
- Leave written feedback about their experience.
- Indicate whether other reviews were helpful using thumbs up/down, or inappropriate using flagging
- View your public responses to their comments.
Only verified app subscribers who signed in with a Zoom account can submit app ratings.
Developer Responsibilities
As an app owner, you are responsible for:
- Responding professionally to user feedback.
- Using insights from reviews to improve your app’s quality and user experience.
A. Responding to Customer Reviews
You can publicly reply to reviews directly from your app’s listing page.
Best Practices:
- Be professional and courteous: Thank users for their feedback, whether positive or negative.
- Address issues constructively: Offer solutions or clarifications when users report problems.
- Avoid promotional content: Keep responses focused on the user’s experience.
- Follow Marketplace policies: Ensure your replies comply with Zoom’s Acceptable Use and Developer Guidelines.
Example Responses:
- Positive review: “Thank you for your feedback! We’re glad our app helps your team collaborate more efficiently.”
- Critical review: “We appreciate your input and apologize for the issue you encountered. Our team is investigating and will update you soon. You can also reach us via the Support link on our app page.”
B. Leveraging Feedback for Improvement
User reviews provide valuable insights into:
- Functionality and reliability issues.
- User experience (UX) pain points.
- Feature requests or unmet needs.
Regularly reviewing this feedback helps you prioritize updates and demonstrate responsiveness to your user community.
Understanding Review Content Rules
Developers should be aware of what types of reviews are allowed or restricted.
 Acceptable Review Content (Do’s) |
 Unacceptable Review Content (Don’ts) |
|---|---|
| Based on the user’s direct experience with the app. | Violates Zoom’s Acceptable Use Guidelines. |
| Provides clear, honest, and relevant feedback. | Contains false, misleading, or promotional claims. |
| Focuses on app functionality, reliability, or value. | Attempts to manipulate the app rating system. |
Redirecting Inappropriate Feedback
Some user comments may fall outside the purpose of the review system. Here’s how to handle them:
Users are instructed not to use reviews for technical support or feature requests.
- Developer Action: Ensure your Developer Support link (under Developer Resources on your app listing) is active and monitored.
- Provide clear instructions for users to contact your support team directly.
2. Reporting Critical Issues
If users encounter abuse, fraud, spam, or major usability issues, they are directed to use the “Report App to Zoom” tool on your app’s listing page.
- Developer Note: Zoom’s moderation team investigates reports submitted through this channel.
Frequently Asked Questions
Q1: Can I edit or delete a user’s review?
No. Only the user who submitted the review can edit or delete it. Zoom may remove reviews that violate community guidelines.
Q2: Will I be notified when a new review is posted?
Yes. App owners will receive an email notification when a new rating or review is submitted, updated, or deleted (feature coming soon). For now, you can see these reviews and comments directly from your Zoom Developer account, under “published apps”.”
Q3: Can I ask users to update their reviews?
Yes. After addressing feedback or releasing improvements, you can request that users update their ratings through your app listing page.”
Q4: What happens if a review is reported?
Reported reviews are reviewed by Zoom’s moderation team. If a violation is confirmed, the review may be edited or removed, and your app’s overall rating will automatically adjust.
Tips for Success
- Engage consistently: Regular responses show users that you value their input.
- Track trends: Monitor recurring feedback themes to guide product updates.
- Stay transparent: Acknowledge known issues and share progress updates when possible.
- Keep support links current: Ensure users can easily reach your team for help outside the review system.
For more details on how users submit reviews, visit Zoom Support: Rating and Reviewing Apps on the Zoom App Marketplace.