This is a great response.
Kevin has been good throughout this, especially recently when the canned responses have been put aside for much better ones, but I still admit I am not the most sympathetic with Memrise here. There are angry users, indeed, but there are also lots of very respectful users that are still being answered only with silence and their feedback not being addressed. It gets tiresome to speak up over and over again about issues without any acknowledgement. That’s why people are angry, not simply because you are making changes at all (there will always be reactionary nuts that resist any sort of change, even good change).
Memrise has been extremely unpredictable in the past, and as seen with Decks, continues to be. It’s also the job of a company (especially a consumer-oriented company) to solve communication issues with its users, not the other way around. There are many examples of consumer-oriented companies with excellent track records on communication that can be copied.
It all reminds me a lot of this quote from the simpsons:
So as this user said, it’s a Catch 22, but it is your job to fix it, Memrise. Many of the long term users here are want to help give great feedback and fix the app that they and myself have grown to love. It has become an integral part of my language learning.
Thankyou for your communication efforts in this past week. The meeting set up tomorrow was a great idea; I only wish I lived in London and could come. Ed even personally responded and liked my tweets to him, which I thought was great and showed commitment to listening.