Critical Thinking Inventory $-$ Instructions

Carefully read through the Background Information, then select the best answer from the choices provided: True, False, or Unknown

Mark True if the statement logically follows the Background Information provided.

Mark False if the statement does not follow the Background Information provided.

Mark Unknown if further Background Information is necessary in order to identify if the statement is either true or false.

A number of articles have shown the relationship between customer service and the "bottom line." Findings show that highly satisfied and loyal customers are much more likely to repeatedly use a product or service, while dissatisfied customers take their business elsewhere. In addition, a dissatisfied customer tells approximately $10$ people $($e$.$g$.,$ friends and family$)$ about his$/$her bad experience. To make matters worse, research shows that for every customer who complains, there are $6$ dissatisfied customers who do not complain. They just take their business elsewhere. Put in context for a hospital setting over time, a dissatisfied patient can account for potential lost revenue of $$500,000.$