https://marco.org/2011/03/24/anyone-that-genuinely-wants-to-improve-the-product
Anyone that genuinely wants to improve the product or figure out why the app doesn’t work for them will use those support channels. If they take the effort to write in, I do my best to ensure they get a satisfactory response. Anyone who just stops in the [App Store] reviews to complain doesn’t really want to resolve the problem. They just want to let steam off.
— More awesomeness from Justin Williams. This whole post is ridiculously good, especially for iOS developers to read.