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Understanding customer satisfaction can be challenging due to polarized feedback. Many people only leave reviews when they have extreme experiences—either very positive or very negative. For instance, while some might rave about a meal, others may express dissatisfaction, leading to an unfair representation of the overall experience. This occurs because most customers with average experiences tend not to share their thoughts spontaneously. Therefore, it’s essential to find ways to encourage these customers to provide feedback, as their perspectives can offer valuable insights that go beyond the extremes.
