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 has shown that only a small percentage (usually between 5-10%) of dissatisfied customers choose to complain directly to the company. Instead, they may tell friends and family or leave negative reviews online.

Answer: False
 While customers may have specific demands when they complain, research has shown that most customers are simply seeking an apology and a resolution to their issue.

Answer: False
 While some customers may not give a company a second chance if they have a negative experience, research has shown that the majority of customers are actually willing to forgive and give a company another chance if their issue is resolved quickly and effectively.

Answer: True
 Studies have consistently found that people are more likely to share negative experiences than positive ones, often telling twice as many people about a bad service experience as they do about a good one.

Answer: False
 Social media can be a valuable tool for monitoring and responding to customer complaints, as it provides a public platform for addressing complaints and also allows companies to identify trends or recurring issues.

Which of the Following Statements About Service Failures Is MOST