You don’t need every customer

When evaluating complaints, we need to consider whether the complainer is credible, whether they have reasonable expectations, and whether a significant number of others have made similar complaints or are likely to have experienced similar problems. For many complaints, a reasonable outcome isn’t possible or pragmatic, and the best solution is to ignore them.

Zeer terechte post van Marco Arment waar ik graag een punt aan toevoeg: één criticaster weegt honderd complimenten.