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Customer satisfaction feedback can be inconsistent, often reflecting extreme opinions rather than the average experience. Many customers share their thoughts only when they are either extremely pleased or very dissatisfied, which skews reviews. For example, restaurant reviews on platforms like Yelp or Google can range from enthusiastic praise to harsh criticism. This polarization makes it challenging for businesses to gauge overall customer satisfaction accurately. Most customers, who had a neutral or decent experience, are unlikely to provide unsolicited feedback. Therefore, it's important for businesses to find strategies to encourage these customers to share their thoughts, as their insights can offer a more comprehensive understanding of customer satisfaction.
