Final answer:
The statement about quiet customers is true; they tend not to voice their complaints, thus leading businesses to underestimate the gravity of customer dissatisfaction. Complaints data is not always reflective of service quality, as it doesn't account for unreported issues, and people's reluctance to report is related to a broader social behavior known as the bystander effect.
Step-by-step explanation:
The statement refers to quiet customers, which are customers who choose not to communicate their problems or complaints. This behavior is often attributed to the phenomenon where customers find it easier to leave or switch to another service provider rather than go through the potentially strenuous process of complaining or seeking resolution. The assertion made in the statement is true; quiet customers indeed may not voice their concerns, allowing dissatisfaction to grow to the point where they terminate their relationship with the business without prior warning.
It is essential for businesses to understand that complaint data may not reflect the true quality of service, especially if many customers don't report issues. When considering data, it's important to look at it critically and to utilize methods that present a more accurate picture. Similarly, the bystander effect demonstrates that people are frequently reluctant to report problems or intervene when they see something wrong, often due to the assumption that someone else will take action.