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Customer satisfaction insights can be unpredictable, often reflecting polarized opinions, as seen in Yelp or Google reviews. For instance, some reviews may exclaim "Best lasagna of my life!" while others express extreme dissatisfaction, such as preferring basic options like SpaghettiOs. This variance occurs because customers typically only provide feedback when experiencing strong emotions—either highly positive or very negative. Consequently, this feedback isn't wholly representative of the average experience, leaving out many customers who had mediocre experiences but may not comment unsolicited. Therefore, businesses need to find ways to solicit input from this middle range of customer experiences.
