Ever wondered why people are more likely to give a bad review instead of a positive one? Are we, human beings, really that bitter or is there another reason? Well, I’m glad I can say we can’t help it. But, to understand where it comes from, we have to go back in time, way back. For our ancestors it was advantageous to prioritize negative information because it could save their life. Survival was their main priority and bad news warned them about upcoming danger. That’s why we still today want to warn people about bad experiences, rather than positive ones.
Today this results in that, on average Americans tell 15 people about a poor service experience and only 11 people about a good experience . People speaking badly about your company to their friends and family can really damage your reputation. But also, when was the last time you didn’t order something online because of a bad review? A bad reputation and negative reviews can cost you customers. So, how can we avoid this and turn these detractors into promoters?
If you’re familiar with the Net Promoter ScoreSM (NPS®), you’ve probably also heard of detractors and promoters. If not, we explain everything you need to know about the NPS score in this article. But here’s a quick recap: The Net Promoter Score divides people into three groups, based on the score they gave on the following question:
“How likely are you to recommend company/brand/product X to a friend/colleague/relative?”.