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Customer satisfaction can be difficult to gauge accurately, often resulting in polarized feedback, as seen in Yelp or Google reviews. Customers tend to share their opinions mainly when they are extremely happy or very dissatisfied, leaving the majority of experiences—where customers feel neutral or average—unaccounted for. This feedback imbalance is unhelpful for businesses seeking a true assessment of overall satisfaction. To gain a better understanding of customer experiences, it's essential to devise strategies to encourage more balanced feedback from those who fall between the extremes.
