The COVID-19 pandemic caused significant shifts in various industries, but few were impacted as dramatically as the mobile app industry. As people turned to smartphones for entertainment, work, education, and staying connected, the demand for apps soared. This increased reliance on mobile applications led to notable changes in how users rated and reviewed apps. Understanding these changes is crucial for app developers, marketers, and businesses looking to improve their app strategies post-pandemic.
In this blog post, we’ll explore how ratings and reviews of popular apps were affected during the COVID-19 pandemic. We’ll examine trends that emerged, how apps performed in different categories, and what lessons can be learned for future app development and marketing strategies.
The Surge in App Downloads During COVID-19
One of the first noticeable changes during the COVID-19 pandemic was the massive surge in app downloads. As countries implemented lockdowns and social distancing measures, people turned to their devices for work, education, fitness, entertainment, and socializing. According to Statista, global app downloads increased by over 30% in 2020, as people relied more heavily on their phones to maintain daily routines.
Popular app categories that saw substantial growth include:
- Video conferencing apps (e.g., Zoom, Microsoft Teams, Google Meet)
- Fitness and wellness apps (e.g., Peloton, MyFitnessPal)
- Entertainment apps (e.g., Netflix, TikTok, YouTube)
- Gaming apps (e.g., Among Us, Candy Crush)
- Delivery and grocery apps (e.g., UberEats, Instacart)
With more users downloading apps, the quantity of ratings and reviews increased, but so did the quality of feedback, as users were spending more time interacting with apps. But did the sudden spike in usage reflect positively or negatively in app ratings?
Trends in App Ratings During COVID-19
1. Higher Ratings for Essential Apps
During the pandemic, users relied on essential apps for work, communication, health, and entertainment. As a result, many of these apps received more positive reviews than ever before. Users appreciated the role these apps played in keeping them connected, healthy, and entertained. For example:
- Zoom saw an explosion in users, and while the app initially faced technical issues due to the sudden surge in demand, users quickly adjusted to the app’s role in enabling remote work, virtual learning, and socializing. Despite early security concerns, Zoom’s ratings remained strong on both the App Store and Google Play.
- Fitness apps like Peloton received praise for helping users stay fit during lockdowns. Despite being unable to offer in-person classes, users appreciated the virtual workout experience, leading to an uptick in ratings.
Overall, many service-oriented apps that adapted to pandemic challenges received higher ratings because of their perceived value and functionality during an uncertain time.
2. Negative Ratings for Apps with Performance Issues
While many apps saw higher ratings, others experienced a significant dip in user satisfaction due to performance problems. The massive increase in app usage led to server overloads, bugs, and glitches, particularly for apps that were not prepared for such high demand.
- Video conferencing apps like Skype and Google Meet received negative reviews for technical issues such as poor video quality and unstable connections.
- Apps that provided delivery services, such as UberEats and Instacart, saw ratings fluctuate. While some users praised fast deliveries, others left negative reviews due to delays, stock shortages, and driver safety concerns.
In general, apps that failed to scale quickly or address user concerns saw a sharp decline in ratings as users vented their frustrations.
3. Rising Expectations for App Usability and Support
With the growing reliance on apps for every aspect of life, users began to demand better usability and customer support. Many app reviews focused on whether apps were user-friendly, had intuitive interfaces, and whether customer support was responsive.
Apps that prioritized customer service and delivered frequent updates to address issues saw a boost in ratings, while those that failed to respond to customer concerns were penalized with poor reviews.
4. The Emergence of Mental Health and Self-Care Apps
As stress, anxiety, and depression increased during the pandemic, people began turning to mental health apps to cope with the uncertainty of the pandemic. Apps offering meditation, mindfulness, and stress-relief exercises saw a surge in usage, and many received positive ratings due to their perceived value during difficult times.
Popular apps like Calm, Headspace, and Talkspace saw substantial growth, as users appreciated the role these apps played in helping them manage their mental well-being. As a result, the self-care and wellness app category experienced a rise in positive reviews.
5. The Role of App Ratings in Helping New Users Discover Quality Apps
With so many new users flocking to mobile app stores, ratings and reviews became even more crucial for app discovery. In an era of increased app usage, ratings served as a key indicator for users to assess whether an app was worth downloading or using.
As a result, positive ratings helped apps stand out among the growing competition, and apps with poor reviews faced a decline in user trust and downloads.
Key Takeaways from App Ratings and Reviews During COVID-19
The pandemic shifted the way users interacted with apps, leaving developers with valuable lessons on how to build and market apps in a post-pandemic world. Here are the key takeaways:
1. App Performance is Crucial
User ratings were significantly influenced by the performance of apps, especially under higher-than-usual demand. Apps that were able to scale effectively and address bugs quickly earned positive feedback, while those that failed to improve performance faced poor ratings. Optimizing app speed, reliability, and uptime is essential for maintaining a positive reputation.
2. Customer Support is a Priority
Providing excellent customer service and promptly addressing user concerns during times of stress is critical for maintaining a good reputation. Apps that offered easy ways to report issues and provided helpful support gained trust and loyalty.
3. Adapt to Changing Needs
The pandemic revealed the importance of adaptability. Apps that were able to quickly pivot to address changing user needs, such as fitness apps shifting to virtual sessions, were highly rated. Developers must be ready to make quick updates to keep their apps relevant and valuable to users.
4. Embrace Wellness and Mental Health
Apps that contributed to users’ mental health and well-being gained significant traction during the pandemic. The mental health app market saw an increase in user engagement and ratings, demonstrating the value of incorporating wellness features.
5. User Reviews and Ratings Drive Discoverability
Positive ratings not only improve an app’s reputation but also enhance discoverability in app stores. As users relied more heavily on ratings to make app choices, developers who focused on improving the user experience and soliciting feedback saw higher download numbers and greater success.
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FAQs
1. Did app ratings improve or decline during COVID-19?
Ratings for essential apps like video conferencing, fitness, and wellness apps improved, while apps struggling with performance issues saw a decline.
2. How can app developers respond to negative reviews?
Developers should engage with users, address their concerns promptly, and implement fixes or improvements. Listening to feedback and showing users that their opinions matter can turn negative reviews into positive ones.
3. What categories of apps saw the most growth during COVID-19?
Apps in categories like video conferencing, fitness, gaming, mental health, and delivery services saw substantial growth in ratings and downloads.
4. How did user expectations change for app support during the pandemic?
Users expected better customer support and quicker responses to their concerns. Apps with responsive support systems and regular updates earned positive reviews.
5. What can developers do to maintain high ratings post-pandemic?
Developers should focus on maintaining app performance, providing excellent customer service, releasing regular updates, and adapting to user needs.
Conclusion
The COVID-19 pandemic fundamentally changed how people interact with mobile apps, and the resulting shifts in ratings and reviews reflect these changes. The increased demand for certain app categories, like video conferencing and wellness apps, led to higher ratings for apps that adapted to the new normal. On the other hand, apps that failed to scale or address performance issues saw declines in user satisfaction.
For app developers, the key takeaway is clear: app performance, responsiveness, and adaptability are critical for earning positive reviews and maintaining high ratings. By listening to users and continuously improving, apps can not only survive a crisis like COVID-19 but thrive in the post-pandemic landscape.
