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Customer satisfaction feedback can be polarized and often unhelpful. Many customers only leave reviews when they are extremely satisfied or very upset, leading to extreme opinions—ranging from "best lasagna ever" to "worse than SpaghettiOs." This creates a skewed perception of service quality, as the majority of customers who have moderate experiences are less likely to provide feedback voluntarily. To gain a more accurate understanding of customer satisfaction, businesses need to actively solicit feedback from those who fall between the extremes, capturing more representative opinions about their services and products.
