How to figure the surface area 4yd 4yd 1yd they say the answer is 48yd2. how do they get this answer

One of every 20 customers reports poor customer service on your company’s customer satisfaction survey. you have just created a new process that should cut the number of poor customer service complaints in half. what percentage of customers would you expect to report poor service after this process is implemented? 1.) 5% 2.) 10% 3.) 2% 4.) 2.5%