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Customer satisfaction feedback can be inconsistent, often reflecting extreme opinions. Reviews on platforms like Yelp and Google frequently showcase polarized views, with some praising experiences enthusiastically while others express disappointment starkly. This phenomenon occurs because customers are more inclined to leave feedback when they are either extremely satisfied or very upset, which leads to a lack of insights from those who had average experiences. As a result, businesses must find strategies to encourage feedback from customers who fall in the middle, as these voices can provide more balanced and constructive input.
