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Customer satisfaction feedback can be highly inconsistent, as individuals often share extreme opinions—either very positive or highly negative. For instance, a restaurant may receive rave reviews for its lasagna while also facing criticism that compares its food unfavorably to canned options. This pattern arises because customers are more inclined to leave feedback when they feel strongly about their experience. Consequently, most customers who have a moderate or average experience remain silent, making it difficult for businesses to gauge overall satisfaction. To obtain a more comprehensive understanding of customer opinions, it’s essential to find ways to encourage feedback from those who fall between the extremes.
