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Understanding customer satisfaction is challenging due to highly polarized feedback often found in reviews. Many people leave comments only when they feel strongly, either positively or negatively, leading to an unbalanced reflection of overall experiences. While some reviews may express extreme satisfaction, others might convey significant dissatisfaction. Most customers, however, likely fall somewhere in the middle, having had a decent experience without the incentive to share. To obtain a more accurate gauge of customer sentiment, businesses need to implement strategies that encourage feedback from this broader range of experiences.
