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Getting a read on customer satisfaction is often unreliable, as feedback tends to come from those with extreme opinions—either very positive or very negative. This creates a polarized view, as exemplified by contrasting reviews such as "Best lasagna of my life!" versus "A bowl of SpaghettiOs would’ve been better." Most customers, who have an average experience, typically do not leave feedback unless prompted. This inconsistency makes it difficult to gauge overall satisfaction accurately, highlighting the need for a method to extract insights from those who experienced a moderate level of service but don't voice their opinions on their own.
