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

Question

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The fact that over 20 percent of customers closed their accounts suggests that the mandatory online banking service was beyond their zone of tolerance, which is the range of service quality that customers deem acceptable for a particular industry or service.

When Buffalo Bank Required All Customers to Use Their Online