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Customer satisfaction feedback can be inconsistent, often showcasing polarized opinions. For example, while some reviews may rave about a restaurant's best dishes, others can be extremely negative, leading to an unclear overall assessment. This variance occurs because customers are more likely to leave feedback when they have an exceptionally good or bad experience, leaving a gap in understanding the average customer’s perspective. Most customers, who have decent experiences, may not express their opinions voluntarily. Therefore, businesses need strategies to encourage and gather more representative feedback from this middle ground to gain a clearer picture of customer satisfaction.
