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Getting a read on customer satisfaction is often inconsistent, as most feedback comes from customers who feel either extremely positive or very negative. For example, Yelp and Google reviews can showcase polarized opinions, with some praising a service, while others harshly criticize it. This feedback pattern is unhelpful because it neglects the majority of customers who have average experiences and may not express their thoughts without prompting. To gain a more accurate understanding of overall customer satisfaction, businesses need strategies to encourage feedback from those with moderate experiences, as they represent a significant portion of the customer base.
