Steamworks 文獻庫
使用者評論

概覽

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. 正面與負面的評論都會影響評論分數,這個分數將在您的商店頁面中,顯示最近 30 天內與自產品上架以來,顧客對這款產品的看法如何。

對顧客來說,評論是一種能輕易將產品使用經驗與他人分享、解釋該款遊戲或軟體多麼符合他們的期望的方式。 設定顧客期望有多種方式:透過產品頁面的行銷、遊戲影片與靜畫、發送給媒體的先行版等等。 您可視評論為了解期望是否成功建立、產品是否正確達到期望的回應管道。

開發者使用規則

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:

  • 請勿嘗試濫用或人工操作評論系統
  • 請勿使用任何遊戲 DLC、金錢、其他種類的獎勵利誘使用者以換取評論, 將遊戲送給媒體或網路名人以獲得試玩評價或一般評價為例外
  • 請勿在您的應用程式內要求顧客撰寫評論

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.
  • 免費版評論:撰寫評論時,顧客可選擇說明自己是否無償取得產品, 我們推薦拿到媒體或促銷版本的使用者寫明
  • 先行版評論:如果有人在發行前拿到產品(通常為產品發行時將被覆蓋的版本)並寫下評論,該評論將被標記為「先行版評論」
  • 評論分數:商店頁面的頁首有兩個評論分數,一個是最近 30 天的,另一個是自產品推出至今的。 只有經由購買(非序號兌換)的評論會納入其中

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.

標註評論

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:
  • 評論含濫用內容或惡意文字
  • 評論離題,或評論對象不為該遊戲、軟體、服務
  • 評論違反 Steam 的規矩或守則:討論、評論、使用者自製內容

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. 點擊「推薦」或「不推薦」標題檢視全文
  2. 右手邊會有一個橘色欄位:「板務控制選項」,使用其中的下拉列表即可標記評論
  3. Select "Abusive" if the review contains a scam, harassment, or is otherwise abusive to developers or users.
  4. 請只在評論與您的產品或您提供的服務無關時選擇「離題」, 比方說這則評論講的是冰淇淋,而不是您的策略遊戲
  5. 任一選擇都將產生確認用的對話視窗, 請選擇「確定」, Steam 社群板務或 Valve 員工接著便會審查您標記的評論,決定是否刪除,若判斷該評論並無不妥,將取消標記

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. 點擊「推薦」或「不推薦」標題檢視全文
  2. 右手邊會有一個橘色的欄位:「板務控制選項」,當中有「撰寫官方開發人員回覆」連結
  3. 點擊該連結,便可於我們準備好的文字編輯欄位中輸入訊息, 請記得訊息應盡量簡潔扼要
  4. 這則回覆將會立即顯示於該評論的下方,任何能看見該評論的人都能看見您的回覆
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.

使用 API 獲取評論

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.

常見問題

問: 我是遊戲開發者, 我可以回覆評論嗎?
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.

問: 我是開發者, 我能刪除我的產品的評論嗎?
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.

問: 我的遊戲或軟體現在已和發行時大不相同, 評論會如實反映嗎?
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.

問: 只有買了我的遊戲的顧客才能撰寫評論嗎?
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.

問: 顧客可以撰寫負面評論嗎?
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.

問: 顧客能回報濫用評論嗎?
A. Yes, similar to other content shared on Steam, each review will have a 'flag' button to report offensive content.

問: Some customers are basing their review on practices or data not related to the game. 這 Steam 允許嗎?
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.