ISO 10008:2013 - Quality management - Customer satisfaction - Guidelines for business-to-consumer electronic commerce transactions Quiz 01 26Jul25 - Practice Quiz

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Question 1 of 30

A burgeoning online retailer specializing in artisanal crafts is experiencing a significant increase in customer inquiries regarding product authenticity and delivery timelines. To align with ISO 10008:2013 guidelines for quality management in B2C e-commerce, what fundamental approach should the organization prioritize to proactively address potential customer dissatisfaction arising from these concerns?

Establish a systematic process for identifying and assessing potential risks to customer satisfaction throughout the entire e-commerce transaction lifecycle, implementing preventative measures and contingency plans.

Primarily rely on post-transaction customer feedback surveys to identify recurring issues and subsequently update product descriptions and delivery policies.

Focus exclusively on ensuring strict adherence to all applicable consumer protection laws and regulations governing online sales, assuming this will inherently satisfy customer expectations.

Implement a robust customer service training program that emphasizes efficient complaint resolution, assuming that addressing issues after they arise is the most effective strategy.

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