I'm pretty sure it's the latter. Most decent people, when faced with their own emotions versus financially ruining others will err on the "keeping their mouth s

I'm pretty sure it's the latter. Most decent people, when faced with their own emotions versus financially ruining others will err on the "keeping their mouth shut" side. While some might feel a sense of duty and obligation to the rest of the customer base to leave honest reviews... I think most selfless and considerate people will weigh that against the impact it has on the person they are reviewing and wonder if its really worth being an asshole.