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Getting a read on customer satisfaction can be unreliable, as feedback often reflects extreme opinions—either very positive or very negative. For instance, reviews can range from enthusiastic praise to harsh criticism, making it challenging to gather an accurate gauge of overall satisfaction. This polarized feedback occurs because customers typically share their thoughts only when they have strong feelings about their experience. In reality, most customers likely have moderate opinions, having had decent experiences that don't prompt them to leave a review. Therefore, businesses need to find effective methods to elicit feedback from these customers who fall in between the extremes.
