In a rare move, Apple has changed the review system on the App Store. The process of leaving app reviews is easier (users can do it without having to leave the app), and developers can respond to reviews. These are both very welcome changes and long overdue. 

It is well understood in customer service that a timely, considerate response to an unhappy customer review can be very powerful - turning a detractor into a promoter in a visible forum. 

Consumers are moving from using apps for leisure (games etc.) to using them to access higher value services like finance and health. As the value/import of the services accessed increases, so does the value of having happy customers.