If a Dissatisfied Customer Makes a Written Complaint and Receives

question 2

Multiple Choice

If a dissatisfied customer makes a written complaint and receives no reply from the company, which of the following is the most likely outcome?

• A) The customer is highly likely to defect or switch to a competing company/brand.
• B) The customer's satisfaction levels are likely to remain unchanged.
• C) The customer will be less satisfied than if they had not complained at all.
• D) The customer will have an increased likelihood of using a blog, social network or product review website to write of their experiences with the company.
• E) The customer will have an increased likelihood of engaging in negative word- of- mouth recommendations.

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Definitions:

Diagnosing Illnesses

The process of identifying a disease or condition from its signs and symptoms through various medical examinations and tests.

Research Study

An organized investigation conducted to answer specific questions or test hypotheses, often involving systematic collection and analysis of data.

Physically Active

Engaging in bodily movements that elevate the heart rate and improve physical fitness.

Self-Esteem

An individual's subjective evaluation of their own worth or value.