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Getting a read on customer satisfaction can be challenging due to polarized opinions often found in reviews. Many customers only leave feedback when they are extremely satisfied or very upset, resulting in an unhelpful skewed perspective. For instance, reviews can range from enthusiastic praise to severe criticism. This phenomenon occurs because most customers with moderate experiences tend not to share their thoughts unless prompted. To gain a better understanding of overall customer satisfaction, businesses need to find ways to encourage feedback from those who fall in the middle, as their insights can be crucial for improvement.
