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Customer satisfaction feedback often presents a polarized view, as people typically share their opinions only when they are extremely happy or very dissatisfied. This tendency leads to a skewed understanding of customer experiences, as those with moderate satisfaction often remain silent. For businesses, it’s crucial to find ways to engage these customers to capture a more accurate representation of overall satisfaction, as most customers likely fall somewhere in between, having decent experiences that go unmentioned without prompting. Addressing this gap can provide a fuller picture of customer sentiment.
