Steamworks 문서
사용자 평가

개요

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. 평가 점수는 긍정적인 평가와 부정적인 평가를 모두 집계하여 계산됩니다. 그리고 귀사의 상점 페이지에 표시되며 제품 출시부터 현재까지, 그리고 최근 30일간 고객이 해당 제품을 어떻게 평가했는지 개략적으로 보여줍니다.

평가는 고객이 귀사의 제품을 사용한 경험을 공유하고, 귀사의 게임과 소프트웨어가 고객의 기대치에 얼마나 부합하는지 보여주는 간단한 방법입니다. 제품 페이지 자체의 마케팅이나 게임플레이 비디오 및 사진, 언론에 사전 제공되는 게임 등을 통해 고객의 기대치가 형성될 수 있습니다. 평가는 이러한 기대치가 올바르게 형성되고 부합되는지 알아보는 피드백 경로로써 유용합니다.

개발자 사용 규칙

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:

  • 평가 시스템을 악용하거나 인위적으로 조작하려고 시도해서는 안 됩니다.
  • 게임이나 DLC, 금전 또는 다른 보상을 제공하는 조건으로 평가를 요구하면 안 됩니다. 언론사나 인터넷 유명 인사에게 게임을 제공하며 프리뷰나 평가를 요청하는 경우만 예외로 인정합니다.
  • 애플리케이션 내에서 사용자에게 제품 평가를 요구하면 안 됩니다.

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.
  • 제품 제공 평가: 제품을 무료로 제공 받은 고객은 평가 작성 시 그 사실을 밝혀야 합니다. 언론사에 제공된 게임이나 홍보를 목적으로 제공된 제품인 경우가 이에 해당합니다.
  • 시험판 평가: 귀사의 제품을 시험판으로 받아(보통 출시 재정의 키를 통해 획득) 평가를 작성하는 경우, 해당 평가는 '시험판 평가'로 표시됩니다.
  • 평가 점수: 상점 페이지 상단에 표시되는 두 가지 평가 점수는 최근 30일간의 평가 점수와 제품 출시부터 지금까지의 평가 점수입니다. 구매한 제품의 평가만 평가 점수에 포함되며 키를 등록한 제품의 평가는 포함되지 않습니다.

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.

평가에 깃발 표시하기

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:
  • 평가가 모욕적이거나 폭언이 포함되어 있을 경우.
  • 주제를 벗어난 평가이거나 게임이나 소프트웨어, 서비스에 대한 평가가 아닌 경우.
  • 토론, 평가 및 사용자 생성 콘텐츠에 대한 Steam 지침을 하나 이상 위반한 경우.

Flagging should be reserved for clear-cut cases. When in doubt, you should allow 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. 평가의 윗부분에 표시된 '추천' 또는 '비추천'을 클릭해 해당 평가의 전체 보기를 여세요.
  2. 오른쪽 주황색 섹션의 '모더레이터 컨트롤'에는 평가에 깃발을 표시하는 데 사용하는 드롭다운 메뉴가 있습니다.
  3. Select "Abusive" if the review contains a scam, harassment, or is otherwise abusive to developers or users.
  4. 귀사의 제품이나 귀사가 제공하는 서비스와 관련이 없는 평가일 경우에 한 해 '주제를 벗어남'을 선택하세요. 예를 들어 사용자가 귀사의 전략 게임이 아닌 아이스크림에 관해 얘기하는 경우가 이에 해당합니다.
  5. 두 가지 중 하나를 선택하면 확인 대화 상자가 표시됩니다. '확인'을 클릭하세요. Steam 커뮤니티 모더레이터나 Valve 직원이 깃발 표시된 평가를 검토한 후에 해당 평가를 삭제하거나 깃발 표시를 제거할 수 있습니다.

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. 평가의 윗부분에 표시된 '추천' 또는 '비추천'을 클릭해 해당 평가의 전체 보기를 여세요.
  2. 오른쪽 주황색 섹션의 '모더레이터 컨트롤'에 '개발자 공식 답변 작성' 링크가 있습니다.
  3. 해당 링크를 클릭하면 답변을 입력하는 텍스트 필드가 나옵니다. 짧고 명료하게 작성하세요.
  4. 답변은 곧바로 해당 평가 아래 표시되며 평가를 읽는 모든 사람에게 노출됩니다.
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.

평가에 대한 API 액세스

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.

자주 묻는 질문

질문: 저는 게임 개발자입니다. 평가에 답변을 해도 되나요?
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.

질문: 저는 개발자입니다. 저희 제품에 대한 평가를 직접 삭제할 수 있나요?
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.

질문: 게임 또는 소프트웨어가 출시된 이후에 많은 변화가 있었습니다. 이러한 변화가 사용자 평가에 반영되나요?
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.

질문: 고객이 평가를 작성하려면 저희 제품을 구매해야 하나요?
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.

질문: 고객이 부정적인 평가를 작성할 수도 있나요?
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.

질문: 고객이 부적절한 평가를 신고할 수 있나요?
A. Yes, similar to other content shared on Steam, each review will have a 'flag' button to report offensive content.

질문: Some customers are basing their review on practices or data not related to the game. 이러한 평가도 허용되나요?
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.