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Customer satisfaction feedback can be inconsistent and polarized, similar to Yelp or Google reviews. Many reviews feature extreme opinions—either highly positive or very negative—while typical customer experiences, which are neither ecstatic nor dissatisfied, often go unexpressed. This creates a gap in understanding true customer satisfaction, as feedback tends to come from those who feel particularly moved, either positively or negatively. Most customers fall somewhere in between these extremes, and finding a method to engage them for their input is essential to gain a more comprehensive view of customer sentiments.
