The Psychology of Online Reviews — Why Indians Only Review When Angry
Rohit, 33, a software engineer in Hyderabad, has eaten at the same South Indian restaurant near his office approximately once a week for two years. The food is consistent, the service is reliable, and the prices are reasonable. He has never reviewed it. Last month, a new courier app delivered a package four days late and then marked it as delivered when it had not arrived. Rohit spent twenty-seven minutes writing a review. It is now the second most helpful review on the platform, and it is three paragraphs long. He describes the experience with some self-awareness: "I've had hundreds of good experiences I never said anything about. One bad one and suddenly I'm a writer." Rohit's behaviour is not unusual. It is close to the statistical norm for how online reviews actually get written, not as a representative sample of customer experiences, but as an emotionally filtered subset heavily skewed toward the extremes, and, in the Indian context specifically, skewed f...