<font face="Verdana, Arial, Helvetica" size="2">Originally posted by Efrem:
There are two sides to the statistics.
On the one hand, 20 percent of the people send in 80 percent of the complaints. That's the old 80-20 rule: </font>
aka Pareto principle.
On the other hand, 80% of the time, its the fault of the system, not the individual. This includes inadequate staffing/high workload, overly long hours, and not empowering the employees which may appear to be the fault of the individual to the outsider, but which are really management shortcomings.