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Customer satisfaction feedback can be inconsistent, often showing polarized opinions. When reviewing a restaurant on platforms like Yelp or Google, you might encounter extremely positive comments alongside harsh critiques. This phenomenon occurs because customers typically share feedback only when they feel strongly—either very satisfied or very dissatisfied. This pattern is problematic since most customers experience a neutral or decent service, which isn’t reflected in reviews. To obtain a more balanced understanding of customer satisfaction, it's crucial to find ways to encourage all customers, especially those with average experiences, to provide their feedback.
