customer expectations for response times have remained stable for just over two decadesQuestion 312 ptIn class lecture notes we learned that increasing complaints among dissatisfied customers just a little can increase retention by a lot proportionately. In fact Roger Best's work illustrated increasing complaints from 4% to 20% increased retention 40%(from 8% to 48% respectively). And while there are several reasons for this increased retention, the greatest gain in dissatisfied customers that stayed (were retained) was due to? non-complaining customers were more likely to stay when observing the firm working to reduce other's complaintscomplaining customers simply stopped teavingcomplaining customers whose complaints were resolved within 72 hours of the original complaintcomplaining customers whose compleints were resolved2 pts