The Wall Street Journal ‘s iPhone app had just 2 stars in Apple’s App Store at the time of this writing. Averaged across 68,418 consumer reviews, the rating is not just a reflection of a few irate users.
As a rough estimate, a 2-star average across 68,418 reviews means that 40,000 users gave the application a 1-star rating. Given the 90-9-1 rule for social design, most users never bother reviewing products, so 40,000 low scores represent at least half a million dissatisfied customers .
The WSJ is one of the world’s most respected newspapers and has long been a digital pioneer. How can it produce a 2-star mobile app?