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Getting a read on customer satisfaction can be inconsistent, as feedback often skews towards extreme opinions. For instance, reviews can range from enthusiastic praise for a product, like "Best lasagna of my life!" to harsh criticism, such as "A bowl of SpaghettiOs would have been better." This polarization occurs because customers usually leave feedback only when their experiences are either exceptionally positive or negative. Consequently, the more moderate sentiments that reflect the majority of customer experiences may not be captured. Therefore, businesses need to find effective ways to elicit feedback from customers who had average experiences, as this information is crucial for improvement.
