jwolthuis - 10:55 pm on Feb 27, 2011 (gmt 0)
2.5% seems very high for a complaint level, maybe by a factor of 10. Are you thinking that Amazon "knocked out the competition" by inflating this percentage, so tht they exceeded the 2% threshold?
Did they provide any backup data for the complaints? Or did your client presume to have a clean record, and the 2.5% came as a surprise?