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Getting a read on customer satisfaction can be unreliable due to polarized feedback, often seen in Yelp or Google reviews. People typically leave comments only when they have extreme opinions, either very positive or very negative, which doesn't reflect the broader customer experience. Most customers fall somewhere in between, having had decent experiences that aren't likely to elicit unsolicited praise. This highlights the challenge of capturing a true measure of satisfaction, as the feedback gathered may not represent the majority of customer sentiments. Businesses need effective strategies to encourage feedback from this middle group to gain a more accurate understanding of customer satisfaction.
