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Customer satisfaction feedback often reflects polarized opinions, as many people only leave reviews when they are extremely pleased or dissatisfied. This results in a skewed perception; while some rave about exceptional experiences, others express disappointment. Consequently, the overall feedback can be misleading. Most customers, who have average experiences, tend not to share their thoughts unless prompted. To gain a better understanding of customer satisfaction, it is essential to find ways to encourage feedback from this middle group, as their insights are crucial for a comprehensive view of service quality.
