ASQ Certified Quality Engineer (CQE) — Question 27

A product failure in the customer's hands is bad for the company. Why do only 4% of the customers normally file a complaint?

Answer options

• A. The product guarantee takes care of the product.
• B. A warranty is in place on the product.
• C. It is a minor inconvenience.
• D. They don't think it will do any good.

Correct answer: D

Explanation

The correct answer is D, as many customers feel that filing a complaint is unlikely to yield any beneficial result. Options A and B suggest that guarantees and warranties alleviate the need for complaints, while option C implies the issues are not significant enough to warrant a complaint.