A company collects and closely analyses specific customer complaints in order to identify critical incidents - specific contacts between customers and service providers that are more likely to result in customer dissatisfaction.The company is using ________.

Question

Quizplus · Accepted Answer

The critical incident technique involves collecting and analyzing specific customer complaints in order to identify critical incidents that are more likely to result in customer dissatisfaction. Therefore, the company is using the critical incident technique. SWOT analysis, market audit, and break-even analysis are not relevant to identifying critical incidents.

A Company Collects and Closely Analyses Specific Customer Complaints in Order