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Getting a read on customer satisfaction can often be unreliable, as feedback tends to come from those with extreme views—either exceptionally positive or very negative. For instance, restaurant reviews often showcase polarized opinions: some rave about the food, while others express dissatisfaction. This pattern occurs because customers typically share their experiences only when they feel strongly. Consequently, the majority of customers, who may have had average experiences, remain silent. To gain a better understanding of overall customer satisfaction, it’s essential to find ways to encourage feedback from those who fall in the middle of the spectrum.
