In this guide
One tester says the text is too small. Another says the screen feels crowded. One wants a dark theme, another says the colours are already too heavy. When testers disagree, you cannot follow all of them, and you should not try to average them. Look for the problem behind each comment, then apply a rule.
Step 1: Separate the solution from the problem
Most conflicts are conflicts between solutions. People describe what they would change, not what hurt.
| Comment | Solution they suggest | Problem underneath |
|---|---|---|
| "Make the text bigger" | Larger font | Hard to read |
| "Too crowded, remove things" | Fewer elements | Hard to find what matters |
| "Add a tutorial" | More screens | Unsure what to do first |
| "Remove the tutorial, it's annoying" | Fewer screens | Slow to get started |
The last two contradict as solutions. As problems they agree: the first minute is unclear. One fix, such as a clearer first screen, can serve both.
Step 2: Ask what they were trying to do
A short follow-up usually clears it up: "What were you trying to do when that bothered you?" See tester feedback too vague for more scripts.
Step 3: Apply a decision rule
If the problems really do differ, use a short rule. Score each issue 1 to 3 on two things:
- Reach: how many of your users will meet it (1 = few, 3 = almost all).
- Cost of ignoring: what happens if you leave it (1 = a small annoyance, 3 = people give up or lose data).
Do the highest total first. If tied, take the cheaper one. If still tied, take the one that matches your app's main goal.
Worked example
Example, made up for illustration. A habit tracker gets three comments:
- Tester A: "Reminders are too frequent."
- Tester B: "I forget to log; add more reminders."
- Tester C: "I could not find where to set reminders."
Problems underneath: A and B want different amounts; C cannot find the setting. The common cause is that users cannot control reminders.
| Issue | Reach | Cost of ignoring | Total |
|---|---|---|---|
| Reminders not adjustable / findable | 3 | 2 | 5 |
| Default frequency too high | 2 | 1 | 3 |
Decision: make reminder settings easy to find and let users choose frequency. A and B are both served. The default stays as it is until more data comes in.
Step 4: Check the weight of each voice
- Count independent reports. Two testers who are friends and talked beforehand count as one.
- Match to your target user. A comment from someone who is not your audience weighs less.
- Look at behaviour, not only words. What people did in the app often says more than what they said.
- Do not settle it by loudness. The most insistent tester is not the most representative.
Write the decision down
Keep one line per conflict: both views, the problem you identified, the choice, and why. When the same argument returns, you do not need to start again. For a broader ranking method, see how to prioritize app feedback: impact vs effort.
Related
- Overview: App testing problems and fixes
- Too many bugs before release: what to fix first
- Too many feature requests from testers
AppReviewX collects private, structured feedback from other developers, which helps you spot comments that repeat. One feedback you write earns one credit. See how AppReviewX works