Which of the Following Statements About Service Failures Is Most

Multiple Choice

Which of the following statements about service failures is most accurate?

A) Only 5 to 10 percent 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 percent 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.