Final answer:
If a low number of customer satisfaction forms are being returned, customer service unit personnel should contact the customers who have not returned the forms first. The customers who are not satisfied and satisfied should be contacted after addressing the customers who have not returned the forms. The correct option is 3.
Step-by-step explanation:
If a low number of customer satisfaction forms are being returned, customer service unit personnel should contact the customers who have not returned the forms first. These customers may have forgotten or overlooked the forms, and contacting them could increase the response rate. Once they have been contacted, personnel can then reach out to the customers who have returned the forms to thank them and gather any additional feedback.
It is important to note that contacting the customers who are not satisfied should be done after contacting the customers who have not returned the forms, as addressing their concerns can help improve overall satisfaction.
Contacting the customers who are satisfied is also important to acknowledge their positive feedback and ensure continued satisfaction. However, since the goal is to increase the response rate, personnel should prioritize reaching out to the customers who have not returned the forms.