1. For every complaint you get, there are X customers who are completely happy.
2. For every complaint you get, there are X customers who are just as unhappy but have better things to do than complain.
Which is right? Both.
Actually there is a #3 - For every complaint you get, there are X customers who are just as unhappy but don't know who to complain too or are too stupid to realize that you should complain and just think that its normal service.
