Across
- 2. faulty product or service must be replaced
- 6. can occur because of mismatched expectations
- 7. against specific personnel from the organisation
- 8. length of time it takes to receive their good or service
- 10. can create a loyal customer
Down
- 1. customer given by a loyal customer with previous good experience
- 3. repetitive complaints
- 4. failure to address and publicise
- 5. exists because of miscommunication
- 9. problems in delivery such as delays