Mini$-$Case Question $-$

Your brother, Fred, owns ATZ Inc., a company that provides wireless telecommunications network in several cities in the Midwest region. You are taking a marketing class in college, and you asked Joe for some information about his business for a class project. You determined that one of his customers has a long customer history of $75,$ an above$-$average purchase amount of $55,$ a low repurchase desirability of $20,$ a weak product preference of $10,$ and the customer does not recommend ATZ services to potential customers. The customer is clearly dissatisfied, but since ATZ Inc. is the only wireless telecommunications network provider in the city he is compelled to use it$.$

Based on the values provided, determine the customer loyalty index and now, based on the customer loyalty index $($CLI$)$ for the customer, what type of customer would you tell Fred that he has?

Question $39$ options:

captive customer

unprofitable customer

repeat customer

new customer

loyal customer