Which of the following statements about service failures is MOST ACCURATE?
A)Only 5-10% of dissatisfied customers choose to complain to the company.
B)Once customers complain,they expect all of their demands to be met.
C)Only 20% of consumers will give a company a second chance if they are not fully satisfied during the first encounter.
D)People are twice as likely to share good service experiences as bad experiences.
E)Monitoring social media websites such as YouTube,Twitter,and Facebook are a waste of time since the complaints presented are usually isolated instances and are not indicative of the actual service delivered.

Question

Quizplus · Accepted Answer

Research suggests that only a small percentage (usually 5-10%) of dissatisfied customers actually complain to the company. Most customers either do not want to go to the effort or believe it will not make a difference.

Which of the Following Statements About Service Failures Is MOST