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Customer satisfaction feedback can be highly variable, as seen in extreme Yelp or Google reviews. Some reviews are overly positive, while others are intensely negative, often reflecting extreme experiences rather than the average customer opinion. This skewed feedback occurs because people are more inclined to leave comments when they are very pleased or very dissatisfied, which can be unhelpful. Most customers typically have a neutral experience but do not vocalize it voluntarily. To better understand overall customer satisfaction, it is essential to find ways to encourage feedback from those who had average experiences, ensuring a more balanced view of customer opinions.
