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Getting accurate customer satisfaction feedback can be challenging due to polarized opinions, as reflected in platforms like Yelp and Google Reviews. Many reviews swing between extreme praise and harsh criticism, often from customers who feel strongly about their experiences. This tendency leads to a lack of insights from customers with average experiences, who typically do not share their thoughts spontaneously. To truly understand customer satisfaction, businesses need a strategy to engage these middle-ground customers and draw out their feedback, as it represents the majority of customer sentiments.