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Customer satisfaction feedback can be highly variable, often reflecting extreme opinions rather than the average experience. For instance, reviews can range from enthusiastic praises to harsh criticisms, leaving a skewed perception. This polarization occurs because people are more inclined to leave feedback when they are either exceptionally pleased or very disappointed, rather than sharing moderate experiences. Consequently, most customers, who may have had satisfactory but unremarkable experiences, remain silent. To gain a more balanced understanding of your customer satisfaction, it's essential to find ways to elicit feedback from these individuals, rather than just focusing on vocal extremes.