The statement is true. On average, a customer who has an unresolved complaint is likely to share their negative experience with approximately 5 to 6 other people. This is known as the "multiplier effect" in customer service, where one unhappy customer can have a significant impact on the reputation of a business. To confirm this information, you can refer to customer service studies, market research articles, or surveys that have analyzed customer behavior and word-of-mouth communication.
