What is one reason customers may not express their dissatisfaction directly to a utility?

Customers may choose not to express their dissatisfaction directly to a utility because they prefer social media as a communication platform. In today's digital age, many individuals feel more comfortable voicing their concerns online rather than through traditional methods such as phone calls or in-person complaints. Social media allows for a public forum where customers can share their experiences and engage with others, making it a popular choice for expressing dissatisfaction. This shift in communication preference highlights the importance of utilities monitoring their online presence and being responsive to feedback on social platforms to understand customer sentiments and improve service delivery.

The other options highlight other aspects of customer behavior but do not account for the modern communication trend where social media is leveraged for expressing opinions and dissatisfaction.