said by Z80: Karl Bode
's item states that for customer loyalty, 32% have no plan to switch, yet 66% would recommend their service to others.
This seems counterintuitive. 32% having no plans to switch means to me that 68% have a plan to switch or would consider switching yet 2:1 they would recommend their service.
What am I missing here?
These are survey questions. Don't look for or expect logic. People answer these mostly based on emotion. That is why surveys are valuable marketing tools, but not really good for measuring things like service quality.
