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Customer satisfaction feedback can be highly polarized, as seen in Yelp or Google reviews. Customers often share experiences only when they feel strongly, either positively or negatively. This creates a skewed perspective, as most customers fall somewhere in between, having had average experiences that don't elicit unsolicited feedback. To gather more accurate insights into customer satisfaction, businesses need to implement strategies to engage with these customers, encouraging them to share their opinions and experiences beyond the extremes.
