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Customer satisfaction feedback can be inconsistent, as individuals often leave reviews only when they are extremely pleased or very disappointed. For example, restaurant reviews on platforms like Yelp or Google often showcase polarized opinions, with some praising the food while others criticize it harshly. This bias makes it challenging to gauge overall customer satisfaction, as the majority of customers who have an average experience typically do not share their thoughts. To obtain a more accurate understanding of customer sentiment, businesses need to implement strategies to encourage feedback from those who fall in the middle of the emotional spectrum, rather than relying solely on extreme reactions.
