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Gathering accurate customer satisfaction insights is often inconsistent. Many individuals share polarized reviews on platforms like Yelp or Google, reflecting extreme opinions—either ecstatic or highly dissatisfied. This tendency occurs because people usually leave feedback only when their experiences are exceptional or notably poor, leading to a skewed understanding of general customer sentiment. Most customers, who have had average experiences, may not voice their thoughts unless encouraged. Therefore, businesses need effective methods to elicit feedback from this middle ground to gain a comprehensive view of customer satisfaction.
