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Customer satisfaction feedback can be inconsistent and polarized. For example, reviews on platforms like Yelp or Google often reflect extreme opinions—some praising a restaurant as having the "best lasagna ever," while others criticize it, claiming they would prefer something as basic as SpaghettiOs. This trend occurs because customers typically share their experiences only when they feel very pleased or extremely dissatisfied. As a result, the feedback gathered doesn't effectively represent the larger customer base, which is likely to have more moderate opinions. To gain more accurate insights, it's essential to find ways to encourage feedback from those who had average experiences.
