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Customer satisfaction feedback can be inconsistent, often reflecting polarized opinions. For example, reviews for a restaurant may range from enthusiastic praise to harsh criticism. This phenomenon occurs because people typically only leave feedback when they are extremely pleased or very upset. As a result, this feedback can be unhelpful, as most customers have neutral to positive experiences but may not voice them. Therefore, businesses need strategies to elicit more balanced feedback from customers who have had average experiences, which will provide a clearer understanding of overall customer satisfaction.
