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Getting a read on customer satisfaction can be inconsistent, often reflecting polarized opinions, as seen in Yelp or Google reviews. Many reviews are extreme—either highly positive or highly negative—while most customers experience something in between that isn’t captured. People tend to provide feedback only when they have strong feelings, whether positive or negative, which limits the overall insight it offers. This means that while some customers might rave about your product or service, others who had a mediocre experience might remain quiet. To improve feedback collection, it's essential to find ways to engage these customers and encourage them to share their more moderate experiences.