In its Holiday Marketing Best Practices Guide, Amazon coaches online merchants to disregard negative comments until they reach a ratio of 5% of all comments:
“Most sellers will eventually receive some negative feedback. When it happens to you, put it in perspective: a 0-2% negative feedback rate is great! If your negative feedback rate is greater than 5%, review your business practices to correct any operational problems that might affect a buyer’s experience.”
Amazon has had its fair share of customer service issues over the years. But I agree with the online retailer’s guidance in principle, and use a similar barometer in coaching clients about negative commenting.
Read More »Amazon on Negative Comments: Disregard 5%