It takes nearly 40 good customer experiences to reverse the damage of one negative review. (Inc.com)
This actually makes a lot of sense. An upset customer is more likely to leave a negative review… and tell other people about their experience.
From the article…
“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:
1. A customer who has a negative experience is highly likely to share that experience by leaving a bad review.
2. 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.
3. 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.
4. 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.”
A best practice is to have a business procedure in place to ask customers for reviews. We can show you how with our Guide “Earning a 5-Star Reputation Online.” Guide at reputation.onlinelocalvideo.com
We also offer Done For You Reputation Management & Marketing Services.
Not only should you have a tremendous positive to negative review ratio. You should have more (and better) reviews than your competition. In fact, we have an amazing Reputation Report Card that shows an analysis of how you are being seen online. You can run yours AND your competition at reputationreportcard.info