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Customer satisfaction feedback can be highly polarized, as seen in online reviews where opinions range from extreme praise to harsh criticism. Many customers only share their experiences when they feel strongly, either positively or negatively, which leaves out the majority who may have had a neutral experience. This bias in feedback collection makes it challenging to gauge overall customer satisfaction accurately. Most customers fall somewhere in between the extremes, and businesses need to find effective ways to elicit feedback from these neutral individuals to gain a more comprehensive understanding of customer sentiment.
