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Customer satisfaction feedback can often be polarized, as seen in Yelp or Google reviews where opinions range from extreme delight to strong dissatisfaction. People tend to leave feedback only when they feel very positive or very negative, which leaves a gap in understanding the experiences of customers who had average or decent interactions. This lack of mid-range feedback can be unhelpful for businesses aiming to improve. Therefore, it’s essential to find ways to encourage more balanced feedback from customers who may not typically express their opinions unless prompted.
