When Union Savings Bank required all customers to use its online banking services, over 20 percent of its customers closed their accounts. In this scenario, Union Savings Bank's service fell outside customers' zone of tolerance.

Question

Quizplus · Accepted Answer

The fact that over 20 percent of customers closed their accounts indicates that the requirement to use online banking fell outside of their zone of tolerance.

When Union Savings Bank Required All Customers to Use Its