Knowledge
Complaint share
The complaint share is the percentage of reviews with text in which a given topic appears — as opposed to the raw count of such reviews.
Where it comes from
Complaint counts rise with traffic. A venue that served three times as many customers will collect more complaints even while improving. A trend computed on raw counts then shows decline where there is none — and leads to decisions taken on a measurement error.
What it means in practice
Every comparison over time and between venues should run on the share rather than the count. That single rule removes most false alarms in review monitoring and is the only way to set a venue by the station against one in a residential area.