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Understanding customer satisfaction can be challenging due to the polarized nature of feedback. For instance, reviews on platforms like Yelp or Google often range from extreme praise, such as "Best lasagna of my life," to harsh criticism, like "A bowl of SpaghettiOs would have been better." This disparity occurs because people are more inclined to leave feedback when they have either an exceptionally good or an exceptionally bad experience. Consequently, typical customers, who have had an average experience, often remain unvoiced. To gain a clearer picture of overall satisfaction, businesses need strategies to encourage more balanced feedback from this silent majority.
