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Getting insights on customer satisfaction can be challenging, often resulting in polarized feedback. For example, Yelp reviews can range from extreme praise, such as "Best lasagna of my life!" to harsh criticism like "A bowl of SpaghettiOs would’ve been better." This phenomenon occurs because customers are more likely to leave feedback when they have either very positive or very negative experiences. Consequently, the responses often overlook the average customer, who may have had a satisfactory experience but does not share their thoughts unprompted. Businesses need to find strategies to encourage feedback from this middle ground audience to better gauge overall satisfaction.
