My Bold Proclamation of the Day is that I feel like it would probably behoove us, as a society, to be more comfortable with mediocrity than we are.
This evening, Andie and I went out for dinner, because we both just wanted to get out of the house for a bit. We went to a local chain pub that we’ve been to a few times before and always liked, and the food was fine. It was perfectly acceptable. If we were living in a world where star ratings were used properly, I would rate it three out of five stars. It was not the sort of meal that I will remember for the rest of my life (or indeed the rest of the week, probably) but it also wasn’t so terrible that I wanted to throw it in the face of the chef who microwaved it.
Thing is, I don’t feel hard done-by to have a three-out-of-five meal at a place like this. In fact, that’s pretty much what I expect. But I feel like the way we live life today, a three-out-of-five meal would be seen as somehow “unacceptable”, and my commentary on how it was perfectly fine and exactly what you want sometimes, would be ignored completely, with nothing but the star rating being seen as a sort of “inverse recommendation”.
Back when I worked at the Apple Store in the late ’00s, the company introduced a scheme called NetPromoter. Initially I thought this was an Apple initiative, but I have learned in the years that followed that it is quite a common thing in the service and retail sectors generally.
If you’re not familiar with NetPromoter, it goes like this. You engage with a customer and provide them your service or sell them something. Then, after they have departed your premises/website/whatever, they get emailed a short survey in which they are asked to rate their experience out of 10. Higher scores are, of course, good, and are regarded as “Promoters” — people who are actively likely to recommend (or “promote”) your store or service to family, friends and colleagues. Conversely, low scores are, naturally, bad, and are regarded as “Detractors” — people who will recommend against your services.
All sounds reasonable enough, right? What if I told you that only scores of 8 and above were regarded as “Promoters”, and anything below that was considered a “Detractor”? Because that’s how it fucking works. There’s no option for “this was fine, I had no complaints, but it also wasn’t anything particularly special that I feel like shouting about” either. If we assume someone who felt that way believed that was worth a 5 or 6 out of 10, the poor old employee responsible for that perfectly acceptable service would probably find themselves on the receiving end of some sort of disciplinary action. Because yes, of course, systems like NetPromoter are inevitably used to browbeat employees into submission, rather than to actually improve things for the customer.
The same is true of online reviews for pretty much anything. Have you ever noticed how when an app on your phone bugs you to rate it, it’s never “Leave us a review!”, it’s always “Leave us a 5-star review!”? That’s because to most folks online these days, there are only really two ratings: 5-star (good) and everything else (bad). The video game sector has, of course, also been guilty of this for as long as the games press has been a thing; “70%” is seen as a barely average passing grade, and anything below that will almost certainly be ignored or considered “bad” by a significant portion of the games-purchasing public.
I’ve spoken numerous times about how I’ve had the absolute best times with games that, on average, net scores of 65% and below, and it’s often for very similar reasons that I find mediocrity in other areas of life perfectly acceptable: sometimes that’s precisely what you’re in the mood for. This evening, we were in the mood for some average pub food, and by golly, that’s most certainly what we got. When I’m in the mood to play a Neptunia game, I also know exactly what I’m getting and am in the correct mindset to appreciate it, too.
It’s time we embraced perfectly acceptable mediocrity. Perfection is the enemy of good, as the aphorism says, and I absolutely agree with that. If you spend all your time looking for something that is really worth that 5-star rating, you’re never going to be satisfied with anything.
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