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Customer satisfaction feedback is often polarized, with reviews ranging from extreme praise to harsh criticism. Many customers only share their opinions when they are either extremely happy or very dissatisfied, leaving out those with average experiences. This creates a skewed perception of customer satisfaction, as most of the customer base falls somewhere in the middle. To get a more accurate understanding of customer satisfaction, businesses need to actively encourage feedback from those who have had moderate experiences, rather than relying on the extremes that currently dominate online reviews.
