How to avoid low ratings on App Store and Google Play? Common issues based on real-life examples.

Every app creator dreams of high ratings on App Store and Google Play. You put your heart and soul (and money!) into building an app, so the prospect of bad reviews is probably your worst nightmare.  Low ratings are not just a reputation issue but also a significant barrier to acquiring new users. Why do apps receive negative reviews? Here are the most common reasons and complaints from users based on real-life examples, so you can learn from those who have already paved the way for you.

Keep in mind that your app’s critics may be your biggest supporters. They took their time to write a review and pinpoint the problem. Don’t treat bad reviews as a failure, but rather a guidance of what your next steps should be. If your app has gained many users, that’s a success already, and now it’s your turn to listen to their needs carefully.

To write this article we researched what users say when leaving an unfavorable review (1-3 stars) in the App Store and Google Play. We’ve looked at some high-volume apps to gain insight and provide real-life examples (to learn more about what apps we’ve taken into account, check the summary below the article).

Based on user feedback we distinguished five categories of typical complaints:

1. Technical problems and bugs
2. Dysfunctional user experience and interface
3. Low functional value
4. Frustrating monetization practices
5. Unresponsive customer support

1. Technical problems and bugs

One of the most frequent sources of frustration for users is technical issues. One of the most common problems are:

• Issues with registration and login process – here, we’re not talking about a cumbersome registration process, but the fact that the user cannot log in at all, emails for account activation fail to arrive, or the “forgotten password” feature doesn’t work. 
• Frequent logouts – the app fails to remember login credentials. This may happen especially when an app is a browser-reliant PWA (progressive web app) and not a proper mobile app.
• App crashes – the app freezes or shuts down unexpectedly, for example if the user wants to use certain functions.
• Slow performance – long loading times and delays in functionality. 
• Broken features – a serious issue especially if the feature is a basic one.

How to prevent it?

First of all, find a reliable development team. It’s very difficult to fix a broken app if the code was low quality from the start. If you’re a startup with a limited budget, it’s tempting to hire a less experienced team. What you may be risking in this scenario is that you’ll have to rewrite the app from scratch if the issues go beyond repairing. 

To give you more guidance on what to look out for while choosing a contractor, read this article: Will they deliver? 9 red flags when choosing a contractor for your app.

Having said that, do keep in mind that there is no such thing as a bug-free project, even if it’s developed by the  best team out there. However, what differentiates a good team from an average one, is that they can find the problem and fix the code in a timely manner.

This is also why investing in thorough quality assurance is so crucial. What we often see is that clients are tempted to cut the costs of testing. Sometimes they feel they can test the app themselves, the result being, the software isn’t checked on a variety of devices. 

Contrary to the development process, testing may seem non-productive and redundant (it doesn’t “create” anything), however, if properly done, it can protect you from receiving bad reviews after publishing your app on App Store and Google Play. To prevent technical issues and bugs, your development team needs to test the app across various devices, operating systems, and usage scenarios before release. 

What to do about it?

If your app is already out and you’re starting to receive unfavorable reviews, act fast to address the issues. Inform your development team about the problems. Don’t let more users leave bad reviews. Notify users proactively about ongoing fixes or planned updates to build trust and reduce frustration. Offer compensation (e.g., free features or discounts) for significant disruptions to retain goodwill. Once the problem is solved, you can ask the critics to change their rating.  

What if the current team can’t solve the problem? 

Sometimes, if your current team can’t cope with the problem themselves, the best solution is to hire external specialists who have more experience in a given tech stack or have fixed similar bugs before.  If the app has got many issues (fixing one creates a problem elsewhere), consider refactoring the code or rewriting the app.

2. Dysfunctional user experience and interface

Even the best features cannot save an app if the user interface (UI) is unintuitive. So what does a non-intuitive UI mean? Books have been written about the subject, but in short it means that interacting with an app is too complicated or unclear, making the user feel lost and irritated.

 Common complaints include:

• Cumbersome registration processes – people complain about lengthy processes of setting up user login, password, email verification etc. This can easily be replaced with social media sign-in. One click, no passwords, instant access – what better than that?
• Unclear icons and labels – symbols and descriptions that fail to communicate their purpose.
• Unclear processes – using the app requires a lot of guesswork and mental effort because the user 1) is not provided with clear guidance on how to complete tasks or navigate between the features, 2) doesn’t know what is going to happen when they click a certain button, 3) can’t easily go back to previous screens, 4) has no indication of how long a process will take (imagine an application form that consists of multiple screens, but you’re not sure how close to completing it you are)
• Poor accessibility – features like small fonts or inadequate contrast make it difficult to navigate an app
• Overloaded with options – too many features cause chaos, and often lead to  key functions being buried and hard to find.

How to prevent it?

Rule number one: do not cut corners at the design stage! 

In order to create a UX/UI that your users will love, you need a professional designer who knows the ins-and-outs of what a good design is. A seasoned designer knows the principles of an intuitive user experience and pays attention to important details that may be often overlooked by a less experienced person. Here at mobitouch, we offer Product Design Workshops to  make sure your app is designed in the best possible way, because we are aware how important this stage is. Workshops are also an opportunity to review which functions are necessary at specific phases of app creation, so that your product 1) is not overwhelming to the user and 2) doesn’t strain your budget. 

Want to know more about why budgets on apps get exceeded so easily? Read our article about scope creep.

What to do about it?

Start by acknowledging feedback publicly to show you care, then analyze recurring complaints and prioritize quick fixes, like simplifying registration or improving navigation. Conduct usability testing to identify pain points, enhance accessibility with better fonts and contrast, and communicate updates clearly in app descriptions. Consider investing in professional UX/UI analysis services to get expert insights into your app’s design flaws and actionable recommendations for improvement. A well-designed UX/UI should be simple, intuitive—clearly guiding users on what to expect next without requiring guesswork— and visually appealing.

3. Low functional value

Apps often receive bad reviews when users feel they don’t deliver practical or necessary functionality. Here are examples of why this happens:

• Unnecessary wait times – prolonged loading screens or forced interactions, such as unskippable animations, frustrate users and waste their time.
• Disruptive updates – sudden, drastic changes to functionality or design without proper guidance leave users confused and dissatisfied. We’ve found that users often complain about now having their favourite functions after an update.
• Excessive AI-generated content – overuse of AI-generated profiles or irrelevant content diminishes trust and makes the app feel inauthentic.
• Low value for cost – users will leave you with a bad review if your app doesn’t offer them valuable content

How to prevent it?

Again, it all goes back to a good design. Don’t rush the product design stage. Make sure your app’s features and overall experience justify its cost, offering users clear and tangible value for their investment. Start with an MVP approach to test the waters before investing huge amounts on a product that doesn’t fulfill people’s needs.

What to do about it?

Start by minimizing unnecessary wait times — avoid forced interactions like unskippable animations or even clicks or swipes that add nothing to the user experience. When rolling out updates, introduce changes gradually and provide clear guidance to help users adapt without frustration

Be mindful of AI-generated content, both yours and users’. If you repeatedly receive signals that your platform is populated by fake accounts, one way to deal with the problem is to allow users to report suspicious profiles, so that you can remove them from your platform to maintain a trustworthy environment.

4. Frustrating monetization practices

Developing an app is a considerable investment. No wonder you’d like to see a return on it as quickly as possible. However, overly aggressive monetization policies frustrate users. In our research users indicated these were the most irritating problems:

• Frequent pop-up ads – especially those that cannot be skipped.
• Unclear pricing – lots of micropayments within an app discourage users from  it, because they are  unsure of the true cost of using it. This lack of transparency erodes trust, making users hesitant to invest time or money into the platform. 
• Unexpected paywalls – features previously free are suddenly locked behind premium subscriptions.
• Trouble with subscriptions – many people complain about not getting access to premium features even though they’ve paid the fee. 

How to prevent it?

Money is a sensitive matter, so make sure your free trial and subscription rules are transparent, otherwise people will feel cheated.

Think carefully about your business model. Depending on what kind of app you’re planning to build, you can use monetization practices based on: commission from the in-app deal, a freemium model,  ads, sponsored content, crowd-funding and other free donation methods (read about the Radio Nowy Świat app which is supported entirely by donations). These are just some of the most common options. Make a list of apps you’ve ever used or heard of and analyze their monetization practices.

What to do about it?

It’s time to act decisively to rebuild trust and improve user satisfaction. Update users about your efforts to improve monetization practices through app notifications, emails, or social media. Transparency shows you’re listening and value their feedback. Always communicate all costs upfront, clearly! If you must move features behind a paywall, inform users well in advance and provide a clear rationale. Consolidate micropayments into straightforward subscription tiers or bundles, making it easier for users to understand and manage costs.

5. Unresponsive customer support

When users encounter problems, they expect prompt assistance. Low ratings often result from:

• Unresponsive support teams  – the user isn’t even acknowledged that their problem has been reported.
• Generic, automated replies that fail to address specific issues.
• Lack of FAQs or guides in the app.

How to prevent it and what to do about it?

Create a procedure that will ensure all user queries are acknowledged promptly, even if a full resolution takes time—an automated message confirming receipt is a good start, but follow up with personalized assistance. Avoid generic replies by training your support team to address specific issues effectively and empathetically. Provide a FAQ section, troubleshooting guides, and step-by-step tutorials, so users can resolve common issues independently.

Summary

App creators strive for high ratings on the App Store and Google Play, but negative reviews, while disheartening, offer valuable insights for improvement. Ideally, it’s better to prevent them from happening at all. However, if you do receive a bad review, don’t lose heart. By addressing common user complaints and treating critiques as opportunities, you can refine your app to better meet user needs, turning feedback into a tool for success.