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Customer satisfaction feedback can be inconsistent, often reflecting extreme opinions—either very positive or very negative. For instance, restaurant reviews can include comments like "Best lasagna of my life!" versus "A bowl of SpaghettiOs would have been better." This polarized feedback occurs because most customers only share their experiences when they are extremely happy or dissatisfied. Consequently, the average customer's moderate experience may remain unvoiced. To obtain more balanced feedback, businesses need to implement strategies that encourage customers who had decent experiences to share their opinions, as these insights are crucial for understanding overall satisfaction.
