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Understanding customer satisfaction can be challenging due to the polarized nature of feedback. For instance, when reviewing Yelp or Google reviews of a restaurant, you often find extreme opinions—enthusiastic praise or harsh criticism. This disparity arises because customers typically only share feedback when they either have an exceptional or extremely negative experience. Consequently, this leaves many customers' moderate experiences unaddressed, which are often more representative of the overall sentiment. To gain a clearer picture of customer satisfaction, it's essential to find ways to encourage feedback from those who had average experiences.