Bad weighs more heavily on our minds than good, even at the same magnitude.
One bad review can weigh more in your purchase decision than five good ones. A negative comment from a boss gets remembered more than ten compliments. Negativity bias is the tendency for negative events, information, or emotions to have a greater psychological impact than positive ones of equivalent magnitude.
Reviewing decades of psychology research, one analysis found the same pattern repeated across very different domains, from romantic relationships to memory and learning. Bad events affect mood, attention, and memory more strongly and for longer than good events of comparable magnitude. The authors themselves summed up the finding in the phrase that titles their paper, "bad is stronger than good."
Quickly detecting a threat had, evolutionarily, more survival value than detecting an opportunity. That asymmetry became built into how we process information, even in modern contexts where the real cost of ignoring a minor negative signal is low.
Source: Baumeister, R. F., Bratslavsky, E., Finkenauer, C. & Vohs, K. D. (2001). Bad Is Stronger Than Good. Review of General Psychology, 5(4), 323-370.
Responding quickly and well to a customer's negative experience (a complaint, a bad review) tends to have more impact on overall reputation than adding more positive reviews, because the relative weight of the two isn't symmetrical.
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