It’s not unusual for someone to write a negative app review because they’re angry about something that has nothing to do with the app. They’re just looking for a way to blow off some steam. While these negative reviews may point to some other issue in the organization, it’s important to segregate those issues and not factor them in to your analysis of your app.
Take Starbucks for example. The coffee giant has some 10 million mobile users who account for about 5 million transactions each week. People love Starbucks and, with an average rating of 4.8 at this writing, love the Starbucks app. Yet the app has its share of 1-star reviews.
But let’s look at some of these 1-start reviews. One user complained because the restroom was dirty. Another complained because their store was out of a certain item. Yet another complained about the upcharge for vegan milk. To be clear, there are complaints about the app mixed in. The point is, don’t automatically assume that a 1-star rating reflects the app itself.