Defection curves
A)depict the relationship between satisfaction and retention.
B)depict the relationship between company profits and changes in customer defection rates.
C)depict the relationship between types of contractual organizations and their retention rates.
D)allow companies to rate each element of service and its importance to customers.
E)rank service attributes in order of importance in gaining and losing customers.

Question

Quizplus · Accepted Answer

Defection curves illustrate how changes in customer defection rates impact company profits, showing the financial consequences of losing customers.

Defection Curves