Replying to App Store Reviews

Matt Gemmell:

As developers with a functional centralised software distribution mechanism, we love to complain about capricious reviews by customers. It’s so unfair, we essentially say. And it no doubt is, but at some point, at least one party has to stop being a teenager – and it won’t be our customers.

Crappy reviews aren’t surprising, even if your software is the best thing ever. I always get a mild feeling of unreality when I (regularly) hear a CrapStore-review complaining session, because people haven’t changed.

His analysis of why people write super-critical things for no apparent reason applies not just to iOS reviews, but also to pretty much every software-related customer service situation ever.

Sometimes the best decision is not to give the people who are saying crazy things about you an audience.

Internet translation: don’t feed the trolls.

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