Which of the following statements regarding customer satisfaction is incorrect?
A)Bad news is communicated to more people than good news.
B)Complainers are more likely to do business with you again than noncomplainers.
C)The average business hears from more than 10% of its unhappy customers.
D)For every complaint received,26 customers actually have the same problem.
E)Of customers who have their complaints resolved quickly,95% will continue to conduct business with the firm.

Question

Quizplus · Accepted Answer

The incorrect statement is that the average business hears from more than 10% of its unhappy customers. In reality, businesses typically hear from a much smaller percentage of their unhappy customers, suggesting that the vast majority of dissatisfied customers do not directly communicate their dissatisfaction to the business.

Which of the Following Statements Regarding Customer Satisfaction Is Incorrect