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Customer satisfaction feedback often skews towards extremes, with reviewers typically expressing either strong enthusiasm or notable dissatisfaction. This polarization can be seen in platforms like Yelp and Google, where reviews range from "Best lasagna of my life!" to "A bowl of SpaghettiOs would have been better." This trend occurs because customers are more inclined to leave feedback when they are either exceptionally pleased or very upset, which may not accurately represent the views of the majority who have had average experiences. To gain a clearer understanding of overall customer satisfaction, businesses need to find effective methods to encourage more balanced feedback from customers who fall in between these extremes.
