Dealing with a scathing review of your mobile app. Are you prepared to turn criticism into opportunity?
A harsh review of your mobile app can sting, yet it presents a unique opportunity for growth and customer engagement. Here's how to turn that frown upside down:
- Acknowledge the feedback promptly and professionally, showing users you value their input.
- Identify any recurring issues mentioned and prioritize them in your development roadmap.
- Use the criticism as a springboard for innovation, inspiring new features or enhancements.
How have you transformed negative feedback into a positive outcome?
Dealing with a scathing review of your mobile app. Are you prepared to turn criticism into opportunity?
A harsh review of your mobile app can sting, yet it presents a unique opportunity for growth and customer engagement. Here's how to turn that frown upside down:
- Acknowledge the feedback promptly and professionally, showing users you value their input.
- Identify any recurring issues mentioned and prioritize them in your development roadmap.
- Use the criticism as a springboard for innovation, inspiring new features or enhancements.
How have you transformed negative feedback into a positive outcome?
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Any negative feedback or criticism is an opportunity to grow. So, make sure you take those points into consideration and do the required changes to attract more customers.
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Acknowledge the review with empathy, thanking the user for their feedback. A professional, thoughtful response can turn even critics into advocates. Analyze if the issue reflects a larger trend among users. Prioritize addressing it in your next update to show you're actively improving.
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Take a step back and stay calm. I’d thank the user for their feedback and show them I’m actually listening. Then, I’d dig into what they’re saying to understand exactly what went wrong, whether it’s a bug, a feature issue, or something else. If needed, I’d apologize for the bad experience and let them know I’m working on it. I’d fix the problem or give them a timeline for when it’ll be fixed. I’d take the feedback seriously, learn from it, and use it to improve the app. Criticism can suck, but it’s a chance to make things better.
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A comment is a gift by customer. Critical comment is a precious gift. I understand that the customer could move on. Yet, s/he has chosen to stay and tell us what we need to change. 1. I thank the customer for providing candid feedback. I always try to do fact finding even if my team says that the comment is irrelevant. It is possible that the message by customer may not be correct. However, the feeling still matters. 2. I try to find the root cause using bone fish analysis and fix the root cause. All of these findings are shared with our core team so that we understand our customer better. 3. I share the action planned / taken with the customer. At this time, I ask the customer whether action seems relevant and can s/he wait for result.
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Turning a scathing app review into an opportunity begins with acknowledging the feedback professionally and empathetically. Analyze the critique to identify actionable insights and areas for improvement. Engage with the reviewer to demonstrate your commitment to resolving their concerns and use their input to prioritize updates or fixes. Share the improvements publicly to show transparency and a customer-focused approach. This proactive response not only strengthens your app but also builds trust and loyalty with your user base.
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Sim, encaro críticas como oportunidades de melhoria. Analiso o feedback para identificar áreas de ajuste e implemento mudanças que aprimorem o app, mantendo o foco na experiência do usuário.
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I would encourage companies who are experiencing negative feedback on an application to view the feedback in the same way a company would conduct a poll across a user base. Use the feedback to generate solutions extensions and new features that will help improve both the user experience, but also the form fit and function of your application to your target audience.
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One of the most important pillars in improving the app quality is how the reviews are handled. A proper channel to raise and attend to reviews goes a long way. I would encourage users to reach out with any criticism/issues with as much information as they can provide. With the growing variety of devices this would certainly help catch those rare scenarios. This would certainly help in improving user experience, which in turn improves user satisfaction in the long run.
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When faced with negative feedback, I’ve learned to see it as an opportunity for growth. The key is to respond quickly and professionally, acknowledging the user's concerns and showing appreciation for their input. By identifying recurring issues, we can prioritize them in our development plan and work on meaningful fixes. Often, criticism sparks new ideas or features that can enhance the app in ways we hadn’t considered. Turning negative feedback into positive change not only improves the product but also strengthens user trust and engagement.
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It's the best feedback you get as you will get to know the actual issue users are facing and promptly inform them that we are prioritizing their feedback and trying to resolve it and once the issue has been resolved include it in your what's new or update description so that users get to know their issues were fixed and thank them for their valuable inputs.
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