Love and Hate Are Always Better Than Like.
Set Godin pulls apart a New York Times article on user feedback for the Kindle, and mentions something that everyone interacting with user metrics should be keenly aware of:
Amazon reviews never reflect the product, they reflect the passion people have for the product. As Jeff Bezos has pointed out again and again, most great products get 5 star and 1 star reviews. That makes sense… why would you be passionate enough about something that’s sort of ‘meh’ to bother writing a three star review?
A product that inspires intense responses will almost always have more success then those that only inspire a middling reaction.
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