Bad Feedback
People are often vicious when writing feedback. One of the reasons for this is that people sometimes don’t expect anybody to read their messages. So, they use your feedback form as a way of venting their frustration.
Don’t take it personally. After all, the fact that these people took the time to yell at you means they at least care enough about your product to take the time to yell at you. It could be worse: they could not care at all.
When I talked about his design process with interaction designer Chris Clark,[178] he told me the following:[179]
I’m kind of weird; I love negative feedback. Unsolicited complaint means somebody cared enough to write it down, and then when you fix their pet peeve, they transform into a fan. Plus ...
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