In the early 2000s working for a major telecommunications company we were told that it took 10 positive experiences to hear back from someone (who was happy with what you did,) but for negative experiences, it averaged less than 3.
I don’t know if that’s a universal rule or what but I always operate on the assumption that people love to bitch more than they love to praise.
People would praise if they feel like they got their money’s worth. The cost of services is so high that people getting good service feels like breaking even instead of losing out
In the early 2000s working for a major telecommunications company we were told that it took 10 positive experiences to hear back from someone (who was happy with what you did,) but for negative experiences, it averaged less than 3.
I don’t know if that’s a universal rule or what but I always operate on the assumption that people love to bitch more than they love to praise.
It’s in our DNA, it’s a survival instinct.
People would praise if they feel like they got their money’s worth. The cost of services is so high that people getting good service feels like breaking even instead of losing out
This
Well, what even is a “positive experience”? “Getting exactly what you paid for”? The service being “mostly reliable”? Those are basically neutral.
Probably not those things then, huh?