Multiple Choice
According to a study of consumer complaint behaviour in Australia by SOCAP (Society of Consumer Affairs Professionals) , what percentage of customers who took action when they had a serious service failure were satisfied with the way the problem was resolved?
A) 21%
B) 34%
C) 48%
D) 65%
E) 71%
Correct Answer:
Verified
Correct Answer:
Verified
Q9: SOCAP has found that Australian firms are
Q10: The more a consumer complains to organisations
Q11: Which of the following benefits could be
Q12: Which of the following are reasons why
Q13: All of the following are reasons for
Q15: Which of the following is NOT a
Q16: The statement that 'complaints can be seen
Q17: Poor handling of complaints by management creates
Q18: Customers who experience service failure but subsequently
Q19: Which of the following is NOT usually