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Airline complaints. Airline complaints are any type of formal complaint filed by an airline customer either to the airline responsible for the grievance or the government office responsible for overseeing the airlines national industry. Airline complaints generally arise out of problems experienced during air travel that were left unresolved.
NAIC’s complaint index shows the number of complaints lodged against a company, broken down by product line. With a benchmark index of 1.0, anything above that indicates a higher number of ...
Service recovery paradox. The service recovery paradox (SRP) is a situation in which a customer thinks more highly of a company after the company has corrected a problem with their service, compared to how they would regard the company if non-faulty service had been provided. The main reason behind this thinking is that successful recovery of a ...
Scottish Public Services Ombudsman. The Scottish Public Services Ombudsman ( SPSO) is the organisation that handles complaints about public services in Scotland. The Ombudsman service is independent of government and with a duty to act impartially. The SPSO is responsible for looking at complaints made by individual members of the Scottish ...
In marketing, customer migration refers to the shifting of customers from one segment to the other. A Customer Segment or a group of individuals is formed that allows the company to identify and reach out to customers (current or potential) with similar needs and expectations from the product or service. This movement can be a result of any ...
Untied.com. Untied.com was a website critical of United Airlines that logs complaints from passengers. The name untied.com transposes two of the letters of the name "United" and also suggests disorder. Kevin Simpson of the Denver Post said in 2000 that "The Untied.com phenomenon mirrors the online trend in consumer activism that has caught on ...