It would be possible for a firm to be less than 100 per cent failure-free but with service recovery methods still manage 100 per cent satisfaction rating from its target customers.

Question

Quizplus · Accepted Answer

Service recovery methods refer to the actions taken by a company to address and resolve a customer's complaint or issue with their service. If a company has some failures but is able to effectively recover and satisfy the customer, they may still receive a 100% satisfaction rating from that customer. So, it is possible for a firm to not be 100% failure-free but still achieve a 100% satisfaction rating through service recovery methods.

It Would Be Possible for a Firm to Be Less