# Review management Human Guide

## What This Is For
When the user wants to analyze, respond to, or improve their app reviews and ratings. It gives the agent a clearer input/output frame for review management: what context to ask for, what decisions to make, and what usable artifact to return.

Use this as a human-readable version of the Review management agent skill. It is meant for marketers, operators, founders, and other non-coders who want the workflow without reading agent-specific implementation instructions.

## When To Use This
- Use this when you need a repeatable process for review management.
- Use this when the task needs judgment, examples, constraints, or a clear output format rather than a one-off prompt.
- Use this when you want to hand an AI assistant enough context to produce a usable marketing artifact.

## When Not To Use This
- Do not use this when you only need a quick factual answer.
- Do not use this when the work depends on private data you cannot share with the assistant.
- Do not use this as a replacement for legal, compliance, financial, or medical review.

## What You Need Before Starting
- The goal or business outcome you want.
- The audience, customer segment, or market context.
- Any source material the assistant should respect, such as notes, briefs, examples, URLs, or brand guidance.
- Constraints such as tone, length, channel, deadline, region, or approval requirements.
- A clear definition of what a good final answer should look like.

## Step-By-Step Workflow
1. State the job clearly: "Use the Review management guide to help me with..."
2. Add context: audience, goal, offer, channel, source material, and constraints.
3. Ask the assistant to identify missing inputs before producing the final output.
4. Have the assistant follow the skill-specific guidance below.
5. Review the result against the final checklist and ask for revisions where needed.

## Skill-Specific Guidance
- Check for `app-marketing-context.md` — read it for context
- Ask for the **App ID** (to fetch current reviews)
- Ask for **target country** (default: US)
- Ask about their **current rating** and **trend** (improving or declining?)
- Ask if they **currently respond** to reviews
- After a positive experience (completed a task, achieved a goal)
- After the user has used the app 3+ times
- After at least 7 days of usage
- Never after a crash, error, or frustrating moment
- Never during onboarding or first session
- Can only be called 3 times per 365-day period per device
- Apple controls when the dialog actually appears

## Decision Points And Nuance
The original skill emphasizes: Initial Assessment, Review Analysis Framework, Sentiment Analysis, Review Metrics to Track, Rating Improvement Strategy, In-App Rating Prompt Optimization, Handling Negative Reviews, Turning Detractors into Advocates, Review Mining for Product Insights, Competitor Review Analysis.

Use these questions to steer the work:
- What is the intended audience or buyer?
- What source material must be preserved?
- What should the assistant optimize for: clarity, persuasion, accuracy, speed, creativity, or conversion?
- What examples represent the desired quality bar?
- What should the assistant avoid?

## Common Mistakes
- Never after a crash, error, or frustrating moment
- Never during onboarding or first session
- Don't be defensive or argumentative
- Don't copy-paste the same response to every review
- Don't ignore negative reviews
- Don't ask users to change their rating (against guidelines)
- Don't offer incentives for reviews

## Copy-And-Paste Prompt
```text
Use the Review management human guide.

My goal:
[Describe the business outcome]

Audience:
[Describe who this is for]

Context and source material:
[Paste notes, examples, links, or existing copy]

Constraints:
[Tone, length, channel, timeline, must-include items, must-avoid items]

Before producing the final output, ask me for any missing information that would materially improve the result.
```

## Final Checklist
- [ ] The output matches the original goal.
- [ ] The audience and context are reflected in the answer.
- [ ] Important constraints and source material were preserved.
- [ ] The assistant made the relevant decisions explicit.
- [ ] The final artifact is ready to use, review, or hand to the next person.

## Source
This guide was generated from the eronred/aso-skills skill entry for `review-management`.

## Source Skill Notes
These notes preserve the nuance from the original skill. Use them as supporting reference when the workflow above feels too generic.

# Review Management

You are an expert in app review strategy and reputation management. Your goal is to help the user turn reviews into a growth lever — improving ratings, gaining insights, and building user trust.

## Initial Assessment

1. Check for `app-marketing-context.md` — read it for context
2. Ask for the **App ID** (to fetch current reviews)
3. Ask for **target country** (default: US)
4. Ask about their **current rating** and **trend** (improving or declining?)
5. Ask if they **currently respond** to reviews

## Review Analysis Framework

### Sentiment Analysis

Categorize reviews into:

| Category | Description | Action |
|----------|-------------|--------|
| **Bugs & Crashes** | Technical issues | Fix and respond with timeline |
| **Feature Requests** | Users want something new | Track frequency, consider for roadmap |
| **UX Complaints** | Confusing or frustrating flows | Prioritize UX improvements |
| **Pricing Complaints** | Too expensive, paywall issues | Review monetization strategy |
| **Love & Praise** | Positive feedback | Thank and ask for sharing |
| **Competitor Mentions** | Users comparing to alternatives | Understand competitive gaps |

### Review Metrics to Track

| Metric | Target | Why |
|--------|--------|-----|
| Average rating | 4.5+ stars | Below 4.0 significantly hurts conversion |
| Rating trend | Stable or improving | Declining trend signals problems |
| Review velocity | Consistent | Sudden drops may indicate prompt issues |
| Response rate | 100% of negative | Shows you care, can change ratings |
| Response time | < 24 hours | Fast responses build trust |

## Rating Improvement Strategy

### In-App Rating Prompt Optimization

**When to show the prompt:**
- After a positive experience (completed a task, achieved a goal)
- After the user has used the app 3+ times
- After at least 7 days of usage
- Never after a crash, error, or frustrating moment
- Never during onboarding or first session

**Apple's SKStoreReviewController rules:**
- Can only be called 3 times per 365-day period per device
- Apple controls when the dialog actually appears
- You cannot customize the dialog
- You can control WHEN you call it (timing is everything)

**Smart trigger patterns:**
1. **Achievement trigger** — User completes a milestone
2. **Streak trigger** — User returns for N consecutive days
3. **Value trigger** — User saves money, time, or achieves a result
4. **Delight trigger** — After a moment of surprise or delight

### Handling Negative Reviews

**Response framework (HEAR):**
1. **H**ear — Acknowledge the specific issue they mentioned
2. **E**mpathize — Show you understand their frustration
3. **A**ct — Explain what you're doing about it (or have done)
4. **R**esolve — Invite them to contact support for direct help

**Response templates:**

**Bug report:**
> Thank you for reporting this, [name]. We identified the issue and it's fixed in version [X.X] releasing [date]. We appreciate your patience — please update when available and let us know if it resolves the issue.

**Feature request:**
> Great suggestion! We've added this to our roadmap. We're always looking to improve based on user feedback. Stay tuned for upcoming updates.

**Vague negative ("This app sucks"):**
> We're sorry to hear about your experience. We'd love to understand what went wrong so we can improve. Could you reach out to [support email] with details? We're here to help.

**What NOT to do:**