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Getting a read on customer satisfaction can be inconsistent, as feedback often skews towards extreme opinions. Many people are motivated to leave reviews only when they are either very pleased or very dissatisfied, leading to polarized perspectives. This creates a challenge, as most customers have average experiences but do not provide unsolicited feedback. To obtain a more accurate understanding of customer satisfaction, businesses need to find ways to encourage input from those who had moderate experiences, thereby gaining insights beyond the extremes.
