The article explains the main criteria, evaluation methods, and practical recommendations for analyzing negative reviews. The key factors that determine the weight of a negative review include the volume of reviews, score distribution, author credibility, detail and evidence, severity of the problem, recency, and temporal or seasonal bias. Models used to evaluate reviews include simple average, median, standard deviation, confidence interval, Bayesian average, and Wilson score interval. Practical examples from the hospitality, restaurant, e-commerce, and SaaS sectors illustrate how these principles are applied in practice. The article also offers strategies for companies in response to a negative review and tips for consumers when evaluating reviews. In conclusion, it emphasizes that a thorough review evaluation requires combining data with human judgment, as the impact of a single review depends on both quantitative and qualitative factors.
