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Customer satisfaction feedback can be inconsistent, often marked by extreme opinions. For instance, reviews of restaurants can range from enthusiastic praise to harsh criticism. This polarized feedback occurs because individuals typically share their experiences when they are either very pleased or very disappointed, leaving out those who have had average experiences. This gap in feedback is problematic, as most customers fall somewhere in between. To gain a better understanding of overall customer satisfaction, businesses need to actively solicit opinions from those who may not feel compelled to share their views voluntarily.