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Getting a read on customer satisfaction can be challenging, as feedback often comes from individuals with extreme opinions. For example, one person may rave about a restaurant while another may criticize it harshly. This polarized feedback is common because customers typically share their experiences only when they are either very happy or quite unhappy. Consequently, the majority of customers, who have average experiences, may not voice their opinions. This creates difficulties in understanding overall customer satisfaction. To gain better insights, businesses need strategies to encourage feedback from those who had neutral or decent experiences, ensuring all perspectives are represented.