Recreational Vehicle (RV) Technician Practice Test

For every complaint received, how many customers with problems does the average company have?

1. 10

2. 15

3. 20

4. 26

The correct answer is: 26

The average company tends to have a significantly higher number of customers experiencing problems compared to the number of complaints received. This concept is often highlighted in customer service and support studies, which indicate that for each customer who formally registers a complaint, there can be many others who are dissatisfied but choose not to vocalize their concerns. Research has shown that for every one customer who complains, it is typical for there to be around 26 others who are experiencing issues but remain silent. This ratio underscores the importance of proactive communication with customers and robust feedback mechanisms to identify and address unresolved issues before they escalate into formal complaints. Understanding this statistic helps organizations implement better customer satisfaction strategies and improve overall service quality.