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Getting a read on customer satisfaction can be unreliable, as reviews often reflect extreme opinions. For instance, Yelp or Google reviews for a restaurant may contain very positive feedback alongside highly negative comments. This polarization stems from the tendency of customers to leave feedback only when they are either very pleased or very dissatisfied. Consequently, the majority of customers, who have an average experience, are often overlooked, since they are unlikely to provide unsolicited reviews. To gain better insights into overall customer sentiments, businesses need strategies to encourage more balanced feedback from these average customers.
