Here's the ratio: It takes roughly 40 positive customer experiences to undo the damage of a single negative review. The ratio is derived from a combination of human behavior, math, and logic. Here's how I discovered it:A customer who has a negative experience is
highly likely to share that experience by leaving a bad review.A customer who has a positive experience, on the other hand, is unlikely to leave a good review. In my experience, only one in 10 happy customers leaves a good review.
Here's the ratio: It takes roughly 40 positive customer experiences to undo the damage of a single negative review. The ratio is derived from a combination of human behavior, math, and logic. Here's how I discovered it:
- A customer who has a negative experience is highly likely to share that experience by leaving a bad review.
- A customer who has a positive experience, on the other hand, is unlikely to leave a good review. In my experience, only one in 10 happy customers leaves a good review.
- Your company or product rating (typically out of five stars) reflects an overall average of good and bad reviews. So if your goal is to maintain an overall rating of four stars, you'll need four five-star reviews to make up for every one-star review.
- Assuming that only one of every 10 happy customers leaves a positive five-star review, and knowing that it takes four five-star reviews to make up for each one-star review, you can figure it takes 40 positive customer experiences to make up for a single bad review.
