Fix your service or product to please the 8% of disatisfied customers and you might just piss off the 92% of your happy and engaged cusotmers.
Negative reviews and feedback is the loudest kind of feedback that rings in the ears of Founders and CEOs.
"What do you mean my life's passion and all my blood sweat and tears might not fit a handful of people!"
Be strong and gain a balanced view of the situation with all of the facts and understanding you can muster before you react - better yet choose a response that is aligned to your strategy.
Move to protect not only those disgruntled but also those who are already engaged, happy and trust you to keep doing exactly what you are doing!