While great customer reviews tin heave sales, bad reviews can hurt them -- those are obvious correlations. Merely did y'all know that at that place is a ratio between good and bad reviews even more important than the reviews themselves? It's truthful, and it could make or break your success.

Agreement how customers collaborate with your brand and the customer feel yous create is vital in your success. Consider the following:

  1. When customers are unhappy, at that place's a 91 per centum chance they won't practice business concern with a company again (Lee Resource).

  2. Dissatisfied customers typically tell nine to 15 other people about their feel; some tell 20 or more (White Firm Role of Consumer Affairs).

  3. A negative customer experience is the reason 86 percentage of consumers quit doing business concern with a visitor (Customer Experience Impact Written report).

  4. Practiced customer experiences lead 42 percent of consumers to purchase again (Zendesk Customer Service Study).

Negative client experiences lead to bad reviews, and a bad review can practice serious damage--the kind that takes more than a good review to gear up. Proceed reading to go the theory behind the good-to-bad review ratio, and learn how you tin can use it in your favor.

The ratio revealed

Here's the ratio: It takes roughly twoscore positive customer experiences to undo the damage of a unmarried negative review. The ratio is derived from a combination of human beliefs, math, and logic. Here's how I discovered it:

  1. A client 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 mitt, is unlikely to exit a good review. In my feel, only one in x happy customers leaves a good review.

  3. Your company or product rating (typically out of v stars) reflects an overall boilerplate of good and bad reviews. So if your goal is to maintain an overall rating of four stars, yous'll need four five-star reviews to make up for every one-star review.

  4. Assuming that merely 1 of every 10 happy customers leaves a positive five-star review, and knowing that information technology takes four 5-star reviews to brand up for each i-star review, yous tin figure information technology takes xl positive customer experiences to make up for a unmarried bad review.

All of this makes for a adept-to-bad review ratio that is virtually impossible to ignore. I've witnessed this firsthand with my company, and it increases the importance of getting keen reviews by providing great customer experiences.

Groovy customer experiences are priceless

There are myriad ways that positive client experiences and ratings can benefit your business. Hither are merely a few.

  1. Increased sales. In a written report done by Zendesk, 88 percent of customers read an online review that influenced their buying determination.

  2. Make reputation. Adept reviews amp up your brand's reputation without any boosted piece of work on your end.

  3. Costless marketing. Satisfied customers provide valuable word-of-mouth marketing and frequently prove to be your biggest advocates. According to a report by American Limited, 42 percent of consumers said that a recommendation from a family member or friend would influence their buy more than a auction or promotion.

  4. Product and visitor validation. If y'all're raising money, investors and partners will unquestionably look at your ratings and reviews. A strong rating affirms that you have a great company that is worth investing in.

  5. Promotional material.Great reviews can exist used every bit testimonials on your website, in your marketing creatives, and as a role of your social media marketing campaigns.

There's but i solution

If a single bad review can undo the value of 40 practiced customer experiences, then the best solution is to focus on client satisfaction. If it isn't already, customer happiness should exist simply every bit important to your business as the product or service itself.

Here are iii keys to customer happiness.

  1. Product quality. Your product, service, or app needs to provide the value yous promise in a reliable manner. It should work so well that 99 percentage of your customers never telephone call customer service.

  2. Customer service. Peachy client service not simply prevents bad reviews, it besides helps define your brand. The keys to the customer service equation include competent and compassionate reps, a director who can effectively handle escalations, multiple ways of contact (e-mail, telephone, chat, etc.), and convenient hours of operation.

  3. Educating users. I'm an abet of educating customers on how to use a product. For case, when some of our customers at SkyBell complained that the motion sensor on our video doorbell didn't activate immediately, we responded by explaining why we added a five- to 10-second filibuster. Once educated, our customers were grateful for the characteristic instead of frustrated.

When you focus on boosting client happiness, information technology helps forestall the negative experiences that lead to bad reviews. And, according to the math, avoiding bad reviews is even more important than getting good reviews.

Positive client reviews are one of the nigh of import factors for your success, and the surest way to go them is past providing an outstanding customer experience. Take the fourth dimension to understand the customer review ratio, then evaluate your product, customer service, and educational activity efforts. Doing so will assist yous chief client satisfaction and avoid the bad reviews that are and so challenging to overturn.