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Understanding customer satisfaction can be challenging, as feedback is often polarized. When reviewing a restaurant on platforms like Yelp or Google, opinions may range from extreme praise to sharp criticism. Many customers only leave feedback when they have strong feelings—either highly positive or very negative—leading to unbalanced perspectives. This phenomenon means that the majority of customers, who may have had average experiences, are often overlooked. To gain a clearer picture of overall customer satisfaction, businesses need strategies to encourage this middle-ground feedback from those who had decent experiences.
