I am a small developer who makes apps and puts them on the App Store and play store (Hacker news client HACK for example). I often get emails from users on how to add a feature or fix a bug etc. I email them and instead of just saying “thanks for your feedback”, I address the real problem/feature.

Example- few days ago someone asked me to integrate the Orion browser support in my app.

I wasn’t aware of this browser so I googled it, found it that it’s currently in closed beta and I signed up for a beta. I replied back to the user that currently I can’t add it in because I don’t have access to the beta yet, however I have signed up and when I do get access to it, I will test and add it in unless the user can get me a piece of code from the developers of Orion browser which tells me what identifier to use to launch their browser on iOS.

The user contacted the developers of Orion and got me the info I needed. Today I added it in but since I still don’t have access to the beta, I sent the app update and informed the user that for now, I have added the functionality acting blindly and I think it should work but if it doesn’t, then they will have to wait for me to get the beta. User is happy.

Another example- someone recently contacted me for a feature in another one of my apps which I have no intention of adding. I replied back that I will be honest with them and inform them that I don’t intend on adding it in and here’s my reasons. I gave them an alternative app which has that feature in case they want to try. User was happy and gave me a 5 star review.

Basically, even if you have bad news for the customer, tell them the news and they will be just fine. I try to put myself in the customers shoes and think about what I would think of got the typical cookie cutter response “we are listening to your feedback” with no further details on what they intend on doing with what they are hearing.