Which of the following is NOT a criticism of customer satisfaction research?
A) It focuses on customers' future needs and fails to investigate current needs.
B) It focuses on registered complaints but many customers who defect never relay their complaints.
C) It tends to focus on global attributes and ignores operational elements.
D) It often excludes the firm's employees from the survey process.
E) Customers may not know what they want.
Question 2
Brand preference is the strongest degree of brand loyalty.
Indicate whether the statement is true or false
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