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Posted by Craig on January 17, 2000 at 11:19:30:
I would like to hear some opinions on the impact of the following events.
Customer purchases car.
Customer receives a letter from the dealership explaing that a customer satisfaction survey will arrive shortly from the parent company. The letter procedes to state, if you have not been pleased with the level of service, please let us know. Otherwise, you should answer question 8 with an excellent. Attached to the letter is a sample of the survey with excellent checked off for every question.
A blank survey arrives a week letter form the parent company.
What kind of impact could the following have on an individual's responses?
Subject: