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Obtaining accurate customer satisfaction insights can be challenging due to the polarized nature of feedback. When checking reviews, such as on Yelp or Google, responses often swing from extreme praise to strong criticism. This occurs because customers are more inclined to leave feedback when they are either exceptionally pleased or very dissatisfied, neglecting those with moderate experiences. As a result, this feedback is not particularly helpful. Most customers fall somewhere in between, having had a decent experience but not motivated to share it without prompting. Thus, businesses need strategies to encourage more balanced feedback from these customers.