A study analyzing over half a million Steam reviews has found a paradoxical trend: players who invest the most time in a game are statistically more prone to leaving negative reviews. The research, conducted by Chetan Mudlapur and Om Prakash Singh from the Indian Institute of Information Technology, sought to understand this phenomenon and its potential drivers, indicating that review scores are not always a straightforward measure of user satisfaction.
The study filtered reviews, excluding those from users who received free or early access copies to minimize financial bias. Researchers observed that players tend to leave reviews either very early in their playtime or after extensive engagement. Steam's refund policy, which allows returns before two hours of playtime, often correlates with negative reviews from users with minimal game time.
Reviews from players with playtime between two and 200 hours were generally positive. However, a significant increase in negative reviews was noted among players with over 200 hours of playtime, a group labeled as 'veterans.' This group, alongside those with moderate playtime, exhibited high 'paradox rates,' meaning a substantial number of players who dedicated significant time to a game also expressed strong dissatisfaction.
War Thunder, a free-to-play live-service game, was identified as having one of the highest paradox rates. Despite an overall 'Mostly Positive' rating on Steam, its recent reviews have shifted to 'Mixed,' suggesting that prolonged engagement can lead to a greater awareness and criticism of certain game aspects.
Updates to games, especially those that have been available for a long time, can also alienate long-term players who may be less receptive to changes. Genres with the highest paradox rates included live-service, strategy, fighting, and open-ended survival games. These titles often depend on balance updates, matchmaking, community dynamics, and continuous developer support, making them susceptible to player dissatisfaction as these elements evolve.
Conversely, genres such as Soulslike, JRPGs, and indie games showed lower paradox rates. These genres are often characterized by strong narratives and self-contained experiences with clear conclusions, leading dissatisfied players to disengage earlier rather than continuing for hundreds of hours.
Researchers hypothesize that the sunk cost fallacy may contribute to this negative sentiment among veteran players. Having invested substantial time and potentially money, these players may find it difficult to abandon games they once enjoyed, even if the games have undergone changes they dislike. The study suggests that approximately 50 hours of playtime represents a sweet spot where players are most likely to leave positive reviews.