Overzicht

Gebruikers die op Steam je spel hebben gespeeld, kunnen recensies schrijven om aan te geven of ze jouw product aan anderen aanbevelen. Deze recensies kunnen op de winkelpagina van je product en in de Steam-community verschijnen, afhankelijk van hoeveel andere gebruikers ze nuttig vinden. De combinatie van positieve en negatieve recensies wordt gebruikt om een beoordelingsscore te berekenen. Deze wordt ook weergegeven op je winkelpagina. Zo krijg je inzicht in hoe klanten je product de laatste 30 dagen en vanaf de uitgave ervan hebben beoordeeld.

Recensies zijn een eenvoudige manier voor klanten om hun ervaringen met je product te delen en om te beschrijven hoe je spel of software aan hun verwachtingen voldoet. De verwachtingen van klanten kunnen op verschillende manieren worden bepaald: via de marketing op de productpagina zelf, via gameplayvideo's, via exemplaren die voor de uitgave naar de pers werden gestuurd, enz. Het kan nuttig zijn om recensies te gebruiken als feedbackkanaal om te zien of er al dan niet wordt voldaan aan verwachtingen die gebruikers hebben over het spel.

Regels voor ontwikkelaars

We hebben vrij veel vertrouwen in de gegevens die we ontvangen via gebruikersrecensies over producten op Steam. Wij zien dan ook geen voordeel voor de klant als individuele ontwikkelaars of spellen om recensies van klanten vragen. Along those lines, below are rules for things you shouldn’t do with regards to user reviews:

• Probeer het beoordelingssysteem niet te misbruiken of kunstmatig te manipuleren.
  
• Vraag niet om recensies in ruil voor spellen, DLC, geld of andere beloningen. Een uitzondering hierop is het sturen van een exemplaar van je spel naar de pers of internetpersoonlijkheden om previews of recensies te krijgen.
  
• Don’t ask customers to review your product from within your application.

Hoe recensies worden weergegeven

• Early Access: Once a product fully releases from Early Access, reviews from the Early Access period will be marked on the store page. If a user updates their Early Access review after the product has been released, the Early Access flag on the review will be removed.
  
• Free Reviews: When leaving a review, customers may specify if they acquired a product for free. Dit wordt aanbevolen voor pers- of promotie-exemplaren.
  
• Recensie voor uitgave: als iemand een exemplaar van je product ontvangt vóór de uitgave (meestal via een overschrijvingssleutel) en een recensie schrijft, wordt die recensie gemarkeerd als een 'Recensie voor uitgave'.
  
• Advanced Access: If someone receives a copy of your product during advanced access and writes a review in that initial period, that review will be shown to other users (the same as when the game is officially fully released).
  
• Beoordelingsscore: bovenaan de winkelpagina staan twee beoordelingsscores: één van de afgelopen 30 dagen en één voor de levensduur van het product. Alleen recensies door accounts die het spel gekocht hebben (geen sleutelactiveringen) worden opgenomen in de beoordelingsscore.

Recensies in de Steam-bibliotheek

After playing a game for a period of time, users will be prompted to leave a review inside the Steam client. If a user leaves a negative review for a game and subsequently continues to log substantial playtime, Steam may prompt them to update their review. This can be valuable in cases where issues customers had at the time of their review may have been addressed or their opinion of the game has changed.

Recensies modereren

We werken er hard aan om van Steam een plek te maken waar klanten zich kunnen uiten en hun mening over spellen kunnen delen. Soms bevatten recensies beledigingen, intimidatie of schenden ze op een andere manier de regels en richtlijnen van Steam. We depend on customers and developers to let us know when a review may violate these rules.

Richtlijnen voor recensies

We ask that customers adhere to the following Rules and Guidelines for User Reviews:

• Gebruik geen beledigingen of scheldwoorden ten aanzien van andere spelers, ontwikkelaars of groepen.
  
• Do not include threats or encouragement of harm.
  
• Gebruik recensies niet voor commerciële doeleinden. Voorbeelden hiervan zijn: advertenties, verwijzingen of promoties.
  
• Beïnvloed niet kunstmatig de beoordelingsscores. Voorbeelden hiervan zijn: meerdere accounts gebruiken om recensies achter te laten; andere spelers dwingen om recensies achter te laten; of betalingen of andere compensaties accepteren om recensies achter te laten.
  
• If a copy of the game was received for free, this should be disclosed in the review itself.

Recensies met andere inhoud

Soms voegen klanten inhoud toe aan recensies die niet duidelijk in strijd is met de Steam-regels, maar die als 'off-topic' kan worden beschouwd of helemaal geen inhoud bevat. Deze recensies worden doorgaans niet als 'nuttig' beoordeeld door andere leden van de Steam-community, waardoor ze minder zichtbaar zijn. Additionally, moderators may flag a review as 'Off-Topic' based on submitted reports, which will also reduce the visibility of the review.

Recensies markeren

Als je recensies vindt die deze regels overtreden, kun je helpen door ze te markeren voor moderatie.

Om een recensie te markeren:

1. Klik op de titel 'Aanbevolen' of 'Niet aanbevolen' om een recensie te openen en de details ervan te bekijken.
   
2. You will find a orange section in the right-hand column for "moderator controls" where you will see a drop-down for flagging the review.
   
3. Select "Abusive" if the review contains threats, wishes of harm, or is otherwise abusive to developers or users.
   
4. Selecteer 'Off-topic' als de recensie niet informatief is of niet over het product, de ontwikkeling of de spelcommunity gaat.
   
5. Select "Violates Community Guidelines" If the review violates other review guidelines.
   
6. With either choice, you will get a confirmation dialogue. Selecteer vervolgens 'OK'.

Hebben we het verkeerd begrepen?

Als een recensie die je hebt gemarkeerd door het moderatieteam van Valve als opgelost is gemarkeerd en je denkt dat we een fout hebben gemaakt, neem dan contact met ons op voor meer verduidelijking.

Beschrijf kort de situatie en voeg een link toe naar de betreffende recensie. Wij kijken er graag nog eens naar en geven je meer informatie over onze beslissing.

Reageren op recensies

Het kan voorkomen dat de beoordelaar belangrijke informatie mist of een bug is tegengekomen die inmiddels is opgelost. Om de community op het goede spoor te houden, hebben we tools beschikbaar gesteld waarmee ontwikkelaars rechtstreeks op dergelijke recensies kunnen reageren.

Dit antwoord is zichtbaar voor iedereen die de recensie kan lezen en wordt gemarkeerd als een officieel antwoord van de ontwikkelaar.

Om rechtstreeks op een recensie te reageren:

1. Click the "Recommended" or "Not Recommended" headline of a review to open up the detail view of that review.
   
2. You will find a orange section in the right-hand column for "moderator controls" where you will see a link for "Write Official Developer Response."
   
3. Once you click the link, you will be provided with a text field to enter your response. Please remember to keep it clear and concise.
   
4. This response will then appear immediately below the related review and will be visible to anyone that can see the review.

Though it may be tempting, not every review needs to be responded to. A developer response will frequently draw more attention than the original statement, potentially turning a small issue into a much larger community discussion. It's also not a good idea to use this feature to refute customer opinions. Your direct attention can be seen as validation or a defensive attempt to silence your customers.

Tips

You're going to encounter reviews of all types. Some will be tremendously helpful and constructive, while others may represent frustrating or incomplete assessments of a product. Reviews should be used as one channel for feedback, but don't let them dominate or distract efforts away from the product.

• Set a limit on the amount of time spent reading reviews. Once the meaningful high-level feedback has been extracted, direct your attention back to working on the product.
  
• Don't respond to every review. There will be times that something is worth clarifying with a response, but be very thoughtful about how your communication will be received.
  
• Don't argue with reviewers. Let your community answer each others' questions. Your response can be seen as an attempt to silence or refute someone's opinion.
  
• Read our Moderation Best Practices article, as much of the information there applies to reviews as well.

Recensiebombardement (review bombing)

A review bomb is when a large amount of players use reviews to voice their unhappiness, lower a review score and provoke a response. This can be an unsettling and overwhelming experience, especially without an obvious way to address it. The good news is that there are features you can utilize to manage the effects of a review bomb. There are also best practices that you can follow to avoid making matters worse.

Wat moet ik doen?

• Reach out to us via email or through our Partner Support channel. We can give you more information, along with adding extra moderators to help you flag abuse and keep an eye on your discussion hub.
  
• Spend time figuring out where the review bomb came from. If you broke a feature or introduced a new bug, it's probably as simple as getting to work on fixing it and weathering the storm of negativity. If it's something that is unrelated to the product or provided service, the abnormal period of volume will be removed from the overall score. You can read more about how we make that distinction here.
  
• Don't censor or publicly argue with reviewers - it's a battle you won't win. We've never seen it work at stopping negative reviews, but it's an effective way to keep them coming.
  
• Don't let someone on your team become a target. If you do communicate, consider doing so from an anonymous developer account. You can create an account specifically for this and add it to your partner group from your Permissions Overview page.
  
• Prioritize the mental and emotional well-being of your team. This is a potential cost of a review bomb that is hard to measure, but will likely be the biggest challenge faced during an event like this.

It will return to normal

In all examples, the surge of volume and sentiment will calm down after a few days. The reviews during that period will be bucketed by Steam and identified as such by your customers. In the case of off-topic bombs, those reviews will not contribute to your overall score.

The majority of reviews associated with bombs aren't typically marked as helpful. Once the campaign is over, it's less likely that they will be surfaced in your review feed. We also haven't seen a correlation between review bombs and purchasing behavior.

API-toegang tot recensies

You can make an API call to get programmatic access to user reviews within a certain date range, or meeting certain criteria. Learn more here.

Veelgestelde vragen

V. I'm a game developer. Can I respond to reviews?
A. Yes, when you post in the comments of reviews on your product, your comment will be flagged as being from the developer.
Additionally, you can use the specific provided area to leave a developer comment that will appear more prominently.

V. I'm a developer. Can I delete reviews of my product?
A. Not directly. If you find abusive reviews, you can flag them. The review will continue to be listed on your store page until a moderator deletes the review or removes the flag.

V. My game or software has changed a lot since it launched. Will reviews reflect that?
A. The reviews that are shown most prominently on your store page are selected from recently-written, helpful reviews, which should reflect the current state of your game or software. Older reviews will phase out over time and any reviews written during Early Access will be labeled as such.

V. Do customers need to have purchased my game in order to write a review of it?
A. Purchase is not required. Customers may write a review for any product they have launched via Steam. Whether that customer registered a Steam key obtained elsewhere, participated in a Steam Free Weekend, played a Free game, or played a game via Family Library Sharing, they will be able to write a review for your product if they have playtime. The customer's playtime in that game or time in that software title will appear next to their review.

While reviews from all the above situations will be listed and readable, not all reviews count toward the game's review score. Only reviews posted from an account that has purchased on Steam and played the game will count toward the review score for that game.

V. Can customers write a negative review?
A. Ja. Customers can leave a negative or positive review for any reason. If customers are unhappy with the product, or don't believe that it is delivering on what it promises, they may use the review to tell other customers why they do not recommend it.

V. Can customers report abusive reviews?
A. Yes, similar to other content shared on Steam, each review will have a 'flag' button to report offensive content.

V. Some customers are basing their review on practices or data not related to the game. Is that allowed?
A. Ja. Steam reviews tend to be a reflection of how happy customers are with the game itself as well as the value proposition, the business practices, and the experience of being part of that game’s community. This is all valid feedback and a reflection of how customers feel about the experience provided by your game.

V. My game is being review bombed. Will Steam tag it and remove it from my score?
A. If your score is being affected by a review bombing (an anomalous change in volume and sentiment), you should reach out to Valve through email or through our Partner Support channel so that the team can assess the reviews and give you more information.

V. Can I use Steam User Reviews in my marketing material?
A. If you would like to use a user review in your marketing material, please reach out to that user and get their permission.

V. Does my review score impact my visibility on the store?
As long as your game's reviews are Mixed or above (40%+), review score is not a factor in algorithmic visibility. If your game dips below 40% into Mostly Negative, your game will be less likely to be featured.