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Customer satisfaction feedback can be inconsistent, often showcasing polarized opinions. Many reviews reflect extreme experiences, with some customers expressing high praise, while others share severe disappointment. This dynamic occurs because customers are more inclined to leave feedback when they are either exceptionally pleased or very upset, which can distort the overall understanding of customer sentiment. Most customers likely reside in the middle ground, having had an average experience but not inclined to share unless prompted. Therefore, businesses need to implement strategies to encourage feedback from those who have had moderate experiences to gain a clearer picture of overall satisfaction.
