Which of the Following Statements About Complaint Solicitation Is True

question 55

Multiple Choice

Which of the following statements about complaint solicitation is true?

• A) Customer complaints provide an adequate source of information about customers' perceptions and expectations of services
• B) The technique of soliciting customer complaints is only used for services
• C) Research on customer complaints is one of the most difficult research techniques to use
• D) Research on customer complaints allows companies to improve failure points and to improve or correct the performance of contact personnel
• E) No major companies would depend on customer complaints as its only source of information on its customers' perceptions and expectations of its services

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Definitions:

Probability Distribution

A quantitative function that assesses and represents every imaginable value and probability for a random variable within a certain limit.

Stock of the Economy

An aggregate representation of the total value of all publicly traded companies within an economy.

Nominal Rate of Interest

The stated interest rate of a bond or loan without adjusting for inflation or other factors that affect the true cost of borrowing.

Real Rate of Interest

The interest rate that has been adjusted to remove the effects of inflation, showing the real earning power of an investment.