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Understanding customer satisfaction can be challenging, as feedback often skews towards extreme opinions. Many reviews, whether on Yelp or Google, reflect polarized sentiments—some praising an experience (e.g., "Best lasagna of my life!") while others are highly critical (e.g., "A bowl of SpaghettiOs would have been better"). This happens because customers typically share their thoughts only when they are either very pleased or very dissatisfied. Consequently, the more neutral, average experiences are underrepresented, making it difficult for businesses to gauge overall satisfaction. To obtain more balanced feedback, businesses need to actively solicit opinions from customers who may have had a satisfactory but unremarkable experience.
