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Customer satisfaction feedback can be inconsistent and polarized, as seen in reviews on platforms like Yelp and Google. Reviews often reflect extreme opinions, with some praising experiences as the best ever and others expressing dissatisfaction. This occurs because customers are more likely to leave feedback only when they feel strongly, either very positive or very negative. However, the majority of customers have average experiences and may not provide spontaneous feedback. To gain a more accurate understanding of customer satisfaction, businesses need to find ways to encourage feedback from those who feel neutral, as their insights can be valuable for improvement.
