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Getting a read on customer satisfaction can be challenging due to polarized reviews. For instance, feedback on restaurants often ranges from extremely positive to highly negative, with many customers only sharing their opinions when they feel very strongly, either positively or negatively. This creates a skewed perception of overall customer experiences. Most customers likely fall somewhere in between these extremes, experiencing decent service without feeling compelled to express it. Therefore, it’s essential to find ways to encourage feedback from this middle ground to gain a more accurate understanding of customer satisfaction.
