Emotions plots your app reviews on a chart to help you see patterns in how your customers are reacting to your app and quickly identify outliers that may require urgent attention. Each review is represented by a spot and is colour coded for sentiment.
To get to Emotions, click on ‘Emotions’ from the main navigation.
Every dot on the chart has a color which indicates the sentiment of that particular review. Green indicates positive sentiment, orange indicates neutral and red indicates negative sentiment. Hovering over any of the dots will display the review it relates to. You can change the filters on the right of the page to only plot reviews from a set time period, for a particular version (where available), with a certain rating or from a particular country/language.
Ideally, you want to see:
- more dots in the top right quadrant,
- more green dots than orange or red and
- fewer outliers in either of the left or the bottom right quadrant.
X axis: Pleased vs Displeased
The x axis shows how pleased to displeased a user appears to be. Most pleased users will be at the far right, neutral users in the centre, and most displeased users at the far left.
Y axis: Active vs Passive
The Y axis shows how strongly users feel about the comments they’re making about your app. Users who feel strongly about what they are saying will appear at the Active end of the axis. Indifferent users will appear at the Passive end. It’s less common for users to leave a review if they don’t feel strongly about their experience, so it’s not unusual for most of your reviews to be on the active end of the scale.