Quote:
Originally Posted by mezzanine
As I've tried explaining (unsuccessfully) many times in these kinds of discussions, the bias effect works in precisely the opposite way you're assuming it does. It's much much more likely that the poll results significantly understate the frequency of problems because people self-justify their purchases after the fact by rationalizing away problems in products they own.
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You’ve explained it plenty yes, and given no actual sources despite numerous requests.
However I’m not talking about your precious bias effect. It’s a known fact that people who don’t experience a good time with a service or product are more likely to speak out than those for whom the service or product performed as expected. The service and retail industries both utilize this in how they approach customers initially and how they try to resolve issues.
You understand that both bias effect and the above aren’t mutually exclusive I trust.