Documentation Steamworks
Évaluations des utilisateurs

Présentation

Users who have recorded playtime on your product on Steam can write reviews to indicate whether they recommend your product to others. These reviews may appear on your product's store page and in the Steam Community, depending on how many other users find them helpful. La somme des évaluations positives et négatives est utilisée pour calculer un score d'évaluation qui sera également affiché sur votre page de magasin. Ainsi, vous obtiendrez une appréciation générale de votre jeu sur les 30 derniers jours et depuis sa sortie.

Les évaluations sont un moyen simple pour les clients de partager leur ressenti sur votre produit, et de décrire dans quelle mesure votre jeu ou logiciel s'est montré à la hauteur de leurs attentes. Vous pouvez créer de l'attente chez les clients par plusieurs moyens : la communication marketing sur la page du jeu, des vidéos ou images de cinématiques, des copies distribuées en avant-première à la presse, etc. Vous pouvez considérer ces évaluations comme un canal de retours sur votre produit et mieux percevoir si votre jeu correspond aux attentes des utilisateurs.

Règles d'utilisation pour les développeurs

We’re pretty confident in the data we’re getting from user reviews on products across Steam. As such, we don’t see customer benefit from individual developers or games soliciting reviews from customers. Along those lines, below are rules for things you shouldn’t do with regards to user reviews:

  • Ne tentez pas de manipuler artificiellement le système d'évaluationou d'en profiter.
  • Ne sollicitez pas d'évaluations en échange de jeux, de DLC, d'argent ou d'autres récompenses. L'envoi de copies de votre jeu à la presse ou à des personnalités du net pour obtenir des évaluations fait exception à cette règle.
  • Ne demandez pas à vos clients d'évaluer votre produit depuis votre application.

How Reviews Are Displayed

  • 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.
  • Évaluations sans achat : lorsqu'ils laissent une évaluation, les clients peuvent indiquer s'ils ont obtenu le produit gratuitement. Cette option est recommandée pour les copies promotionnelles ou destinées à la presse.
  • Évaluations avant sortie : si quelqu'un reçoit une copie de votre produit avant sa sortie (en général grâce à une clé donnant un accès immédiat), et rédige une évaluation, celle-ci sera marquée comme une « Évaluation avant sortie ».
  • Score d'évaluation : en haut de la page du magasin se trouvent deux scores d'évaluation, un pour les 30 derniers jours et un pour le produit depuis sa création. Seuls les achats (et non les activations de clés) sont inclus dans le score d'évaluation.

Moderating Reviews

We work hard to maintain Steam as a safe place for customers and developers, but we need your help in identifying cases of abuse, harassment, or violations of our terms. We ask that you flag cases where a review is inappropriate or where the reviewer is engaging is malicious practices.

Signaler des évaluations

There may be some cases where reviews contain inappropriate material, such as scams, harassment, or are otherwise abusive. They are also occasionally reviews that are entirely off-topic and don't relate to your product at all or that violate some Steam Guidelines. There are a couple of reasons why you may want to flag a review:
  • L'évaluation révèle un mauvais comportement ou contient des propos injurieux.
  • L'évaluation est hors sujet ou ne constitue pas une évaluation du jeu, du logiciel ou du service.
  • L'évaluation ne respecte pas une ou plusieurs des règles et recommandations Steam concernant les discussions, les évaluations et le contenu généré par la communauté.

Flagging should be reserved for clear-cut cases. When in doubt, just allow the users to down vote the review and use the report tool. In most cases, reviews that are off-topic won't be rated as helpful by customers and thus will not appear to many users.

To flag a review:
  1. Cliquez sur l'entête « Recommandé » ou « Non recommandé » d'une évaluation pour afficher les détails de cette évaluation.
  2. Sur le côté droit, dans la section orange « commandes de modérateur », vous trouverez un menu déroulant pour marquer l'évaluation.
  3. Select "Abusive" if the review contains a scam, harassment, or is otherwise abusive to developers or users.
  4. Sélectionnez « Hors sujet » uniquement si l'évaluation n'a aucun lien avec votre produit ou avec le service que vous proposez, par exemple, si l'évaluation parle de crème glacée plutôt que de votre jeu de stratégie.
  5. Dans les deux cas de signalement (abusive ou hors sujet), une fenêtre de confirmation s'affichera. Sélectionnez alors OK. Les modérateurs de la communauté Steam ou des employés de Valve examineront ensuite les évaluations qui ont été signalées et les supprimeront ou retireront le signalement.

Did we get it wrong?

If a review you flagged was marked as resolved by Valve's moderation team and you think we made a mistake, please contact us for more clarification.

Briefly describe the situation along with a link to the review in question. We're happy to take another look and provide more information on our decision.

Responding To Reviews

There may be cases where the reviewer is missing important information, or may have encountered a bug that has since been resolved. To help keep the community on-track, we have provided tools for developers to respond directly to such reviews.

This response will be visible to anyone who can see the review and will be marked as an official response from the developer.

To reply directly to a review:
  1. Cliquez sur l'entête « Recommandé » ou « Non recommandé » d'une évaluation pour afficher les détails de cette évaluation.
  2. Sur le côté droit, dans la section orange « commandes de modérateur », vous trouverez un lien vers la fonction « Rédiger une réponse officielle de développeur ».
  3. Cliquez sur le lien, et vous verrez apparaître une zone de texte dans laquelle vous pourrez saisir votre réponse. Essayez de rester clair et concis.
  4. Cette réponse apparaîtra immédiatement sous l'évaluation et sera visible par tous ceux qui peuvent voir l'évaluation.
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.

Best Practices

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.

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.

What should I do?

  • 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.

Accès aux évaluations par API

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.

FAQ

Q. Je suis développeur. Est-ce que je peux répondre aux évaluations ?
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.

Q. Je suis développeur. Est-ce que je peux supprimer des évaluations de mon produit ?
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.

Q. Mon jeu ou logiciel a beaucoup changé depuis sa sortie. Les évaluations vont-elles refléter ces changements ?
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.

Q. Les clients doivent-ils avoir acheté mon jeu pour pouvoir écrire une évaluation ?
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.

Q. Les clients peuvent-ils rédiger une évaluation négative ?
A. Yes. 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.

Q. Les clients peuvent-ils signaler les évaluations abusives ?
A. Yes, similar to other content shared on Steam, each review will have a 'flag' button to report offensive content.

Q. Some customers are basing their review on practices or data not related to the game. Est-ce autorisé ?
A. Yes. 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.

Q. 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.