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Customer satisfaction feedback often skews toward extreme opinions, with individuals more likely to share experiences when they are either very pleased or very upset. For instance, online reviews may feature enthusiastic praise or harsh criticism, while the majority of customers who have a neutral experience typically do not leave feedback. This creates a challenge for businesses, as they lack insights from those who had average interactions. To gain a more accurate understanding of customer satisfaction, businesses need to implement strategies to encourage feedback from those customers who may not actively share their experiences.
