“Any complaint is a gift” the adage goes. What it means is that most product owners are oblivious to the problems their customers are facing and any complaints act as a reality check for them.
Bad UX can lead to frustrated customers but some of those customers will end up trying to contact you to be able to use your app or inform you of problems. Just replying to comments on the AppStore is super important but if you can also manage to open a channel for your users to reach you, you can reap the benefits quite quickly. We can recommend tools like Appfollow to track customer sentiment, 1flow to get deeper insights and make yourself or your team easily reachable to provide support.