Critique the following research done in a service industry as to the extent to which it meets the hallmarks vs characteristics of scientific research (About 4 paragraphs)

The Friendly Telephone Company: Customer complaints were mounting, and letters of complaint regarding the problems they experienced with the residential telephone lines were constantly pouring in at the Friendly Telephone Company. The company wanted to pinpoint the specific problems and take corrective action. Researchers were called in, and they spoke to a number of customers, noting down the nature of the specific problems they faced. Since the problem had to be attended to very quickly, they developed a theoretical base, collected relevant detailed information from a sample of 100 customers, and analyzed the data. The results are expected to be fairly accurate with at least an 85% chance of success in problem solving. The researchers will make recommendations to the company based on the results of data analysis.