Customers who experience a service failure and do not complain are more likely to make a repurchase than those who do complain.

Question

Quizplus · Accepted Answer

Customers who do not complain about a service failure are more likely to switch to a competitor or stop using the service altogether, while those who complain can provide valuable feedback for improvement and may be offered some form of compensation to retain their loyalty.

Customers Who Experience a Service Failure and Do Not Complain