Someone mentioned it already but, remember, for every 1 person that has a problem with a product and feels the need to warn the rest of the world there are 10 people that are having a fine experience and don't think to tell people. Same for retauants, stores, cust service. The average person is far more likely to tell more people about their nevative experiences and what you should avoid. They'll tell 6 people NOT to try 'x' place for lunch but 1 or 2 people 'y' had some great burgers.