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Customer satisfaction feedback often presents a polarized view, as individuals typically share their opinions only when they have extreme feelings—either very positive or very negative. This creates challenges in accurately gauging overall customer sentiment. For instance, while some reviews may exclaim about the “best lasagna” they've ever had, others might declare a negative experience akin to preferring a basic canned meal. Most customers, however, fall somewhere in between these extremes, having had a satisfactory experience but not feeling compelled to voice it. To get a clearer understanding of customer satisfaction, businesses need strategies to elicit feedback from this middle group.