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Customer satisfaction feedback is often polarized, as most people only leave reviews when they are extremely pleased or very upset. This results in a skewed perception of a service or product, as mediocre experiences go unmentioned. For instance, while some might rave about a restaurant's lasagna, others may disparage it, pointing out that a simple meal could have been better. This feedback pattern isn't particularly useful for business owners, as it doesn't represent the average customer's experience. To gain a more balanced understanding of customer satisfaction, businesses need to actively encourage feedback from those who had moderate experiences.
