Negativity bias

Negativity bias refers to the tendency of users to focus more on negative experiences than positive ones. This means that a single issue with a product can seem more significant than many of its good features, overshadowing the hard work put into creating a seamless user experience. For example, if users encounter a confusing checkout process on an otherwise easy-to-navigate shopping site, this frustration might dominate their perception of the site. They may not notice or comment on the smooth navigation because the negative experience at checkout stands out more in their memory.

This bias can make users more likely to remember and report negative experiences, influencing their overall satisfaction and loyalty to the product.