Top executives of a health maintenance organization (HMO) were discussing a proposal to start providing each patient with a short customer satisfaction survey that would be on a card given to the patient when he/she left one of the HMO's clinics.
A. Most companies don't pay any attention to customer surveys anyway.
B. Complaints can bring implementation problems to light so that the company can fix them.
C. No one answers surveys that are sent through the mail.
D. Implementation problems that are unresolved often result in dissatisfied patients who may choose other health care providers.
E. Both Complaints can bring implementation problems to light so that the company can fix them; and Implementation problems that are unresolved often result in dissatisfied patients who may choose other health care providers.
Answer: E