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Understanding customer satisfaction can be challenging due to the polarized nature of feedback on platforms like Yelp and Google. Reviews often swing between extreme praise and harsh criticism, with few reflecting the middle ground of average experiences. This tendency occurs because customers are typically motivated to leave feedback only when they feel very pleased or very dissatisfied. Consequently, this skewed input can be unhelpful for businesses, as most customers have neutral experiences that go unreported. To better gauge overall satisfaction, it’s essential to find ways to encourage feedback from those who have had decent experiences.
