“We understand if you are dissatisfied, if you wish to help us please let us know the reason of the crash” This is the message I’ve recently come across when uninstalling a software and I was amazed. Usually these sort of messages go like this “Reason of uninstallation…”

It was an IM History program I was testing and it didn’t work. It crashed, froze, had bugs, it error-ed etc. So I uninstalled it but without feeling treated like I’m just there to tell them the reason for the crash. No, my feeling of dissatisfaction was noted, understood and my opinion for improvement was asked.

The words you use to communicate with your dissatisfied users can make or break your product. Yes, your product should work. But when things go wrong make dissatisfaction a good user experience.