In service marketing, companies are keenly aware of the impact of customer satisfaction. According to this, management realizes that _______ of customers who complain are more likely to do business again if problems are resolved quickly.
Explanation
Answer: A - In service marketing, companies are keenly aware of the impact of customer satisfaction. According to this, management realizes that 95% of customers who complain are more likely to do business again if problems are resolved quickly. Customer complaints are an important indicator of service dissatisfaction. Based on customer satisfaction research, approximately 54% of complaining customers whose problems are resolved will do business again with a company. However, 95% of customers whose complaints are resolved quickly will do business again with the company. Interestingly, complaining customers are more likely to conduct repeat business than non-complaining customers.
