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Customer satisfaction feedback often presents a polarized view, as individuals are more likely to leave reviews when they have either an exceptional or extremely poor experience. For instance, reviews can swing from praising a restaurant's lasagna to disparaging the quality of a meal. This phenomenon skews the overall perception of customer experiences, as the majority of customers who might have had an average experience typically do not leave feedback unless prompted. Therefore, to gain a more comprehensive understanding of customer satisfaction, it is essential to develop methods to encourage feedback from those who fall in the moderate range of satisfaction.
