The Positivity:Negativity Ratio and the Customer Complaint Trap

The Positivity:Negativity ratio (or PNR) is one of those things that can make or break your VOC program. The term was originally coined by researchers including Barbara Frederickson, John Gottman and Marcial Losada. At the time, they speculated that there was a ratio of positive to negative feedback -- the PNR -- of about 3:1. There’s been a lot of debate and controversy about what, exactly, the ratio is, but what’s generally accepted is that a ratio exists. It might be different based on this circumstance or that, but it’s there and you need to have a feel for it.