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Evaluating customer satisfaction can be inconsistent, as feedback often skews towards extreme opinions. For instance, reviews may range from "Best lasagna of my life!" to "A bowl of SpaghettiOs would have been better!" This polarized feedback is common because customers typically share their experiences only when they are either very pleased or very dissatisfied. Consequently, the average customer, who has a neutral or satisfactory experience, often remains unvoiced. To gain a comprehensive understanding of customer satisfaction, it is essential to find ways to encourage feedback from customers who have had moderate experiences.
