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Customer satisfaction readings can be inconsistent, often influenced by polarized reviews, such as enthusiastic praise or severe criticism. This phenomenon occurs because individuals are more likely to share feedback when they either have an exceptionally positive or negative experience. Unfortunately, this leaves a gap in understanding the sentiments of customers who have had an average experience and might not share their thoughts voluntarily. To better gauge overall satisfaction, businesses need to find ways to encourage more balanced feedback from this middle-ground demographic.
