Gregor owns a company that specializes in mountain climbing equipment. he conducts a survey on customer satisfaction and discovers that 66% of his customers have a positive view of his company while 33% have a negative view. based on these results, he decides not to invest in better customer service, reasoning that his company is getting twice as much positive word-of-mouth as negative word-of-mouth. which of the following statements best explains why gregor’s logic is flawed?
a. most customers who respond to customer feedback surveys lie.
b. dissatisfied customers are more than twice as likely to respond to customer feedback surveys as satisfied customers are.
c. dissatisfied customers produce more than twice as much word-of-mouth as satisfied customers do.
d. all of these are correct.