Complaint Research Data True or False?

Organisational decision making is founded on an assumption that rational men and women come together to make decisions using careful arguments based on fact. They want to be as objective as possible. In this context, do emotions make any sort of contribution or do they get in the way of a rational assessment of the situation. This issue often arises in complainant satisfaction surveys where what can be deep emotional memories are mined to understand the experience of complainants and to define what needs to be done to improve the experience.Can managers trust the data?

This article answers that question using data from a survey done in 2005 for a hospital complaints department.