The iceberg effect of complaints means that:
A) Resolved complaints are costly, but no one knows by how much
B) Many complaints are not voiced and therefore not resolved
C) Management pretends to resolve issues for which there are numerous complaints
D) No one knows how many complaints are resolved by quality guarantees
E) Both A and D

Question

Quizplus · Accepted Answer

The iceberg effect of complaints refers to the phenomenon where the majority of customer complaints are not directly voiced to the company or service provider, meaning that only a small portion of dissatisfaction is visible (like the tip of an iceberg) while the bulk remains unseen. This suggests that there are many more issues and dissatisfactions among customers than those that are actually reported or addressed.

The Iceberg Effect of Complaints Means That