In a rare move, Apple has changed the review system on the App Store. The process of leaving app reviews is easier (users can do it without having to leave the app), and developers can respond to reviews. These are both very welcome changes and long overdue.
It is well understood in customer service that a timely, considerate response to an unhappy customer review can be very powerful - turning a detractor into a promoter in a visible forum.
Consumers are moving from using apps for leisure (games etc.) to using them to access higher value services like finance and health. As the value/import of the services accessed increases, so does the value of having happy customers.
With the release of macOS Sierra and iOS betas on Tuesday, Apple also released a new tool for developers, allowing them to respond to reviews on the Mac and iOS App Stores. But the API goes deeper than just giving developers a process to respond to reviews, it also makes it easier for customers to leave reviews, Apple told me this morning when we talked about the new feature.