When questioned about her overall customer satisfaction, the owner says "I really do not know for sure, but I very rarely receive any calls from upset customers." Which of these statements is most likely to be true?

A) The shop has a very high level of customer satisfaction.
B) The service manager is doing a good job of hiding the customer complaints.
C) The shop does not have anyone doing customer follow-up contacts.
D) Two of the above choices listed are likely to be true.


D

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