Diagnose with versions
Filter reviews to the release that spiked one-stars. Crash-free metrics in Vitals often explain the text you are ignoring.
Device and Android-version clusters matter — a Samsung-only layout bug can tank ratings while your Pixel test farm stays green.
Reply and release
Public replies should say what fixed and in which version. “Contact us” alone does not rebuild trust on a listing page.
Ship the fix, then ask for updated feedback from users who hit the bug — after they have the new build.
Keep watching
Scheduled Android audits in AuditHQ make rating and peer movement visible next to listing quality so recovery is measured, not hoped.