In some service organisations it is believed that for every one customer who has complained there are:
A) 2 who have not
B) 20 who have not
C) 200 who have not
D) 2000 who have not

Question

Quizplus · Accepted Answer

It is a common belief in customer service theory that for every customer who complains, there are approximately 20 others who have not voiced their complaints. This concept highlights the importance of addressing and learning from customer complaints to improve service quality, as they represent a larger group of dissatisfied customers.

In Some Service Organisations It Is Believed That for Every