In the third stage, review, the correlations among the various
categories of customer complaints are examined to seek correlations’
causes. Apart from confirming the causes of the correlations,
the purpose of this stage of the model is to raise the awareness of
the pertinent issues among managers and their subordinates. To
achieve this purpose, a checklist of items derived from the datamining
analyses is presented to staff members, who are encouraged
to examine the identified service weaknesses and its causes
through open discussion.