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Customer satisfaction feedback is often polarized, as many people only leave reviews when they are extremely happy or very dissatisfied. This leads to skewed perceptions, as neutral experiences, which represent the majority, are typically unreported. For example, reviews can range from praising a restaurant's lasagna to criticizing it harshly, highlighting the issue with relying solely on such feedback for insights. To gather more balanced customer opinions, businesses need to find ways to encourage feedback from those who have had average experiences. This approach helps to better understand overall customer sentiment and improve service.
