When its sales were declining,Canadian Airline conducted a marketing survey to understand the expectations of the business traveler,its target market.It learned business travelers resent that they are bosses in their own offices but are totally controlled by the whims of the airlines when they travel.If Canadian Airline had only surveyed former customers who were still in their database,it would have used which service recovery strategy?
A) Critical incident
B) Make the service fail safe
C) Welcome and encourage complaints
D) Learn from lost customers
E) Customer empowerment

Question

Quizplus · Accepted Answer

Learning from lost customers involves gathering feedback from customers who have already left, in order to understand why they left and what could be done to prevent future losses. In this scenario, if Canadian Airline only surveyed former customers still in their database, they would be missing out on feedback from customers who have already switched to other airlines. Therefore, learning from lost customers is the most appropriate service recovery strategy.

When Its Sales Were Declining,Canadian Airline Conducted a Marketing Survey