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Chapters for iPad: The Reviews

I released Chapters for iPad two months ago.  Since then I've sold thousands of copies, heard from hundreds of customers around the world, and released four app updates.

When Chapters debuted, it quickly appeared in the New and Noteworthy section.  Once it was bumped from that category it went straight into What's Hot, where it remained for a few weeks.  If it ever makes into Staff Favorites it'll have been featured in all three front-page categories. 

I was somewhat giddy seeing the app rank next to (or above) the always-in-the-news titles like Plants vs. Zombies, Words with Friends, and Apple's own Pages.

It's now out on its own, so to speak.  Despite a massive influx of new iPad apps every week, people are still finding it and filling it with the things that are important to them.

My journal is that of me which would else spill over and run to waste. - Thoreau

For me, the app has become something like a traveling gnome (less Travelocity and more Amelie).  I've heard from people documenting their vacations across the US, on a train in Australia, various parts of Europe, and more.  The Dropbox support lets them back up their photos and writing without needing to sync with iTunes.  

Others are busy using it at work to record meeting highlights and progress on projects.  Some people use it as a simple, searchable CRM tool.  Being able to type bullet-point lists and have a word count feature have been popular.

I've heard from people that use the app to take notes in college. I've also heard from two people in their seventies using the app to keep a journal.  Maybe the iPad is magical, after all.

I really like waking up to a full inbox (but not too full; I don't want to be one of those people that has to think about Inbox Zero).  Thankfully, there have been very few issues, so most of the email is suggestions and compliments.  I respond to every message.

I'm happy some people buy the app, make suggestions, and stick around to see their ideas come to life in an app update.

There's more to come.

 

A few reviews of the app since release

Four Writing Apps for the iPad

Tales of Joe and Jane

TUAW's Daily App: Chapters

Chapters for the iPad at Macgasm

iPad Application Reviews

GizmoFusion

TapScape

Timing and the App Store review process

With web-based applications, you can move fast and break stuff. Every
user gets the fix you make immediately.

The App Store is a lot more like the desktop software market of the
90's. One problem is that most of the people using the App Store grew
up with the web and naturally expect quick fixes to any problems they
encounter.

A couple days ago I submitted an update for Chronicle on the iPhone.
I was doing some additional testing on its 3rd day in review and
noticed a problem. The release version of the build would only run on
newer hardware (iPhone 3GS and 3rd gen iPod touch or newer).

As luck would have it, the app was approved before I could remove it.
Normally approvals take about a week, so this would normally be a
great surprise!

I submitted a fix within 10 minutes and hoped for the same speedy
review process. Unfortunately, it's been more than 3 days and a few
one-star reviews have already been coming in, despite the warnings in
the app description and what's new field. Long-time users have been
understanding, but others have accused me of letting things stay
broken for *days*, with no regard for their time or money.

It's crucial to test and retest, and properly evaluate your 3rd party
library build settings! I screwed up.

Thanks for your patience.

The most frustrating app reviews

Reviews at the App Store are supposed to provide some measure of social proof.  If reviews are fairly positive, chances are it's safe to spend your money.  The assumption is that the reviewers share your concerns and sensibilities.

Unfortunately, some people are so far out on the curve you should ignore them.  

A single bad review among a dozen positive ones stings me more than it should.  Worse, it also influences purchasing decisions.  People are naturally conservative with their money, so if there's a shred of doubt they may move on and avoid the risk.

Most people know when a review is bullshit, but it's not always obvious.

Here are a couple things that frustrate app developers and have the greatest chance to impact sales negatively.

The ones that ambiguously criticize standard UI elements

If someone is using an iOS device for the first time, they may not be familiar with the standard controls, gestures, and dialogs.

Someone wrote a review about one of my apps and expressed extreme frustration with one of my screens.  I realized they were talking about the standard MFMailComposeViewController (the screen you see when you want to send an email from an app) and had mistaken it for the main screen of my app.  We resolved the misunderstanding via email, but he never changed his review.

The problem is that it's not entirely clear what screen he's talking about in the review.  A casual window shopper simply sees that there's a seriously does-not-work-as-expected screen in this app, and they move on.

The ones that seem desperate for help, but never seek it

Sometimes, among many positive reviews, someone will barge in with a shocking tale of woe and confusion.  They lament the loss of their money and make it seem like they've tried everything.

This is particularly frustrating when, as the developer, you know the person hasn't read the app description, hasn't used the in-app help, and hasn't contacted you.

If you really want help, want a solution, and care about your money as much as you purport to, contact the developer.  I once spent 4 hours helping someone recover some data after an iOS update and sync wiped out all their apps.  I'll do what I can for anyone having trouble.

I provide in-app contact methods, as well as the support links on iTunes.

These kinds of reviews are confusing because there are others that follow the same pattern and are genuine accounts of a crappy experience.  Thankfully, other users will often correct a reviewer in their own reviews, but this doesn't happen enough to negate the problem.

The App Store has some amazing values

Think of all the great pieces of software you can buy for less than the cost of a drink at a restaurant.  Even more amazing, if the waiter at the restaurant keeps your glass topped off you're expected to spend more and leave a big tip!  

Horrifically, the drink is automatically uninstalled the next time you visit the toilet.

With apps, you get updates for free and most apps are niche enough to afford you a direct line to the developer(s).  You can send suggestions and influence the app's development.

Real estate timeshares might be a questionable investment, but investing in a developer for a couple dollars is a great idea.

Developers want to talk to you

I hear from a lot of customers via email.  I love reading and responding.

As for the App Store, hopefully developers will eventually be able to respond to individual reviews.  This will help correct some of the information asymmetry present in these situations.