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Customer satisfaction feedback can be inconsistent, often showcasing polarized opinions. For instance, restaurant reviews on platforms like Yelp can range from enthusiastic praises to strong complaints. This phenomenon occurs because customers are more likely to leave feedback when they have extreme emotional responses—either highly positive or highly negative. Consequently, feedback from those who had an average experience, which represents the majority, often goes unshared. To gain a better understanding of overall customer satisfaction, it’s essential to encourage input from this middle group who may not voice their opinions without prompting.
