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Getting accurate insights into customer satisfaction can be challenging due to polarized feedback on review platforms like Yelp and Google. Often, customers leave reviews only when they are extremely satisfied or very disappointed, resulting in extreme opinions that do not represent the majority. Most customers who have an average experience may not provide feedback unless prompted, which is not as helpful for businesses. To gain a better understanding of overall customer sentiment, it’s essential to find ways to encourage feedback from those with neutral or average experiences.
