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Getting a read on customer satisfaction can be inconsistent. Many reviews, like those on Yelp or Google, often showcase polarized opinions—some rave about exceptional experiences, while others express disappointment. This happens because customers usually leave feedback only when they are extremely satisfied or very upset. Consequently, the majority of customers who have an average experience may not provide reviews unless prompted. Therefore, it’s crucial to find strategies to elicit feedback from this middle group to gain a better understanding of overall customer satisfaction.
