The important conclusions include: the first, the rate of complaining to employee or manager is very low and the rate of customer defection is very high after service failure;

重要的研究结论包括：第一，顾客向企业员工或管理层抱怨的比例非常低，顾客在遭遇服务失误后的流失率非常高；

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At a formal gripe session with eight Ebay executives that weekend, some long-time disciples expressed the feeling they weren't particularly well served, complaining that customer support is inadequate, that Ebay staffers know less about navigating the site than users, that the company is slow to toss out inactive sellers, particularly those who hang on to user names that others would like to have.

FORBES: Magazine Article

Did something happen that resulted in the customer complaining about the moved account?

FORBES: Stockbroker Makes Bad Impression Impersonating Customer's Husband