题目选项分析

After its customers complained about being pressured to buy unneeded insurance, an insurance agency stopped rewarding its agents for high sales volume and instead gave them bonuses for high levels of customer satisfaction. Under this new plan, both customer satisfaction and the insurance agency's sales increased.

Each of the following, if true, helps to explain how the change in incentives for agents could have resulted in increased sales EXCEPT:

【选项】Customers were so pleased that the insurance agency had responded to their complaints that they recommended the agency to their friends.