True or False: Customers often express their dissatisfaction on social media rather than directly to the utility.

Customers frequently utilize social media as a platform to express their dissatisfaction with services, including those provided by utility companies. This behavior can be attributed to several factors.

Firstly, social media offers a public forum where customers can voice their complaints and experiences, garnering attention from peers and drawing direct response from the company. Engaging in this public dialogue allows customers to feel heard and may lead to a quicker resolution than if they were to reach out through traditional customer service channels.

Secondly, the anonymity and convenience of social media encourage individuals to share their grievances openly rather than approaching representatives directly. Many customers may feel hesitant to convey issues face-to-face or over the phone, but social media provides a buffer that can make them more comfortable expressing their feelings.

In contrast, the other options suggest scenarios in which customers either do not utilize social media or select it only within specific contexts or demographics. However, current trends indicate that social media has become a widely accepted and often preferred medium for airing complaints among diverse customer groups, making the assertion that customers often choose social media to express dissatisfaction accurate.