Thanks for that. Reviews have been my biggest pain point, especially with only 350 characters to reply. I think I understand most of the context. Many 1/2 star review are reactive. A new user downloads the app, gets frustrated and want to vent. They see reviews as a way to vent and they think it’s just a soulless company on the receiving end. It’s not, it’s a person.
I get many 1-star reviews like “After the update it’s blank. Roll back the update!”. If you break this review down, it starts by saying “You suck” with the 1-star review, “this free app is broken”, “now fix my problem”. It’s a weird way to ask for help. People don’t act like this in real life, face-to-face. To be honest, I’d rather not have this user.
Then you get a 1-star review like this one: “It really sucks, go to work which is better.” - some people are real dicks!
I think it was mid July 2018, I had been working very long hours trying to get HRRR into the app. It had taken months longer than expected. Revenue was low with about $20-30/day (internet cost $10/day). This particular day nothing was working, revenue was close to $10 for the day, it was late so I decided to go to bed, and just as I was about to climb into bed a notification popped up on my phone - it was a unreasonable scathing 1-star review. I was in a dark place (partly because it was night time) and it just got darker. That was my lowest point.
But we got through it. A month later we released Flowx with HRRR and the new subscription model and it’s been positive since then. Now when times get tough, I remember that day/time and getting through it.
Most people treat each other with respect but a minority are just dicks especially online.
The best strategy I’ve found is to ignore 1/2 star reviews unless they are reasonable, e.g., battery drain, lost subscriptions.
BTW, if the release in August 2018 didn’t go well, I don’t think we’d be here now.