If there are things that repeatedly come up in customer feedback, then something needs to be changed. The trick is to find out the why and/or the what is creating the issues.
Before you just jump into the game and start to make it easier, you should do as DOP suggested and collect more information. Perhaps they are doing A when they should be doing B?
Put your game in front of you mother, your father, your brother, your sister, your grandparents, your teacher, etc. and just watch what they do. Try your best NOT to help them because you cant be there to help everyone.