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Customer satisfaction feedback can be highly polarized, as many customers only leave reviews when they are extremely happy or very unhappy. This leads to a skewed perception of overall satisfaction, as most customers fall in between these extremes, having had decent experiences that go unmentioned. To gain a clearer understanding of customer satisfaction, it's essential to encourage feedback from those who had moderate experiences, rather than relying solely on the most vocal satisfactions or grievances. Finding ways to engage these customers will provide a more balanced perspective on their experiences.
