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Customer satisfaction feedback is often polarized, with extreme opinions dominating reviews, like eager praise or harsh criticism. Many people only share their thoughts when they are either exceptionally pleased or very dissatisfied, which can skew the overall understanding of satisfaction. Most customers, however, fall somewhere in the middle, having had a decent experience but not feeling compelled to share it. To get a more accurate read on customer satisfaction, businesses need to find ways to encourage feedback from these average customers who may not actively voice their opinions.
