When measuring customer satisfaction you need to be aware of the silent majority because _______.
A) Most people are too busy to take the time to complain
B) Many people that are dissatisfied will not complain
C) People sometimes do not complain, they just go away mad
D) All of the above
Question 2
Which statement is NOT true regarding the value of customer satisfaction?
A) There is a high cost in cultivating new customers.
B) Repeat customers can be your best advertisement.
C) It is easier to attract new customers than it is to keep current ones.
D) The cost to keep repeat customers is relatively low.
