WORD OF MOUTH: If You Can't Think of Anything Nice to Say, Think a Little Harder

Are we more likely to tell people about the bad experiences or the good experiences we have with a product or service? A new survey commissioned by MasterCard International and conducted by Yankelovich Partners sheds some light on the matter. Dealing specifically with restaurant-goers’ ‘dining experiences,’ the MasterCard Service Survey finds more good word of mouth per satisfied customer than bad word of mouth per dissatisfied customer: ‘Restaurant-goers report that they tell an average of six people about a positive dining experience.