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Customer satisfaction feedback can be inconsistent and polarized, often skewed by extreme opinions. Many customers only leave reviews when they are either extremely pleased or very dissatisfied, which can lead to unhelpful insights. For instance, a restaurant may receive rave reviews alongside harsh criticism, reflecting the varied customer experiences. Most customers, who might have had an average experience, typically do not provide feedback unless prompted. To gain a more accurate understanding of customer satisfaction, it is essential to find ways to engage these customers and elicit their opinions.
