Let's say you have 1 million customers over any period of time. Let's say out of that, 70% are raving fans. 29% aren't impressed either way with you or your service. And 1% straight up think you are a scam and shady. Those are amazing percents for anyone. But guess what, you still 1%, or 10,000 angry people with itchy twitter fingers, tumblr accounts and blog posts who are gonna shout to the high heaven how much you stink. 700,000 people are too busy loving your service to write an online review. Remember those 10,000 next time you do Google search and pass judgement.