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Customer satisfaction feedback can be polarized, often reflecting extreme views—high praise or strong criticism, as seen in Yelp or Google reviews. Many feedback providers tend to share their experiences only when they are particularly thrilled or very disappointed, leaving a gap in information about the average customer experience. Most customers fall somewhere in between these extremes, having had satisfactory but unremarkable experiences. To obtain more balanced and useful feedback, businesses need to implement strategies that encourage all customers, especially those with moderate experiences, to share their opinions.
