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Getting accurate feedback on customer satisfaction can be challenging, as reviews often reflect polarized opinions. Many people only share their thoughts when they feel extremely satisfied or very dissatisfied, leaving a lack of insights from those who had average experiences. This gap means that the majority of customers, who may have had decent experiences, might not voice their opinions without encouragement. To achieve a balanced understanding of customer sentiment, businesses need to actively seek out feedback from these customers, rather than relying solely on the extreme reviews that are typically shared online.
