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Customer satisfaction feedback can be highly inconsistent, as most reviews are either extremely positive or negative. For example, Yelp and Google reviews often feature polarized opinions—some customers rave about exceptional meals, while others express severe disappointment. This pattern occurs because people are more inclined to leave feedback when they feel very strongly, either positively or negatively. Consequently, the majority of customers who have an average or decent experience often go unheard. To gain a more accurate understanding of overall customer satisfaction, businesses need to find ways to encourage feedback from this middle ground of customers who might not express their sentiments spontaneously.
