If a Dissatisfied Customer Makes a Written Complaint and Receives

If a dissatisfied customer makes a written complaint and receives no reply from the company, which of the following is the most likely outcome?

A) The customer is highly likely to defect or switch to a competing company/brand.
B) The customer's satisfaction levels are likely to remain unchanged.
C) The customer will be less satisfied than if they had not complained at all.
D) The customer will have an increased likelihood of using a blog, social network or product review website to write of their experiences with the company.
E) The customer will have an increased likelihood of engaging in negative word- of- mouth recommendations.

Correct Answer:

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