ISO 14044:2006 Foundation Quiz 05 24Mar25 - Practice Quiz

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Question 1 of 30

\"Innovate Solutions,\" a mid-sized tech company, has recently implemented ISO 10002:2018. After a year, the management team reviews the complaint management system. They observe that while the number of formally lodged complaints has decreased by 20%, customer satisfaction scores related to issue resolution have remained stagnant. Informal feedback suggests customers are still experiencing frustration with the company\'s products and services. An internal audit reveals that the complaint submission process is perceived as complex, requiring multiple steps and extensive documentation. Furthermore, the company\'s online complaint portal is difficult to find on their website. Considering the principles of ISO 10002:2018, which action would most effectively address the discrepancy between the reduced number of formal complaints and the persistent customer dissatisfaction?

Streamlining the complaint submission process, making it more accessible and user-friendly across multiple channels, while actively promoting the system's availability to customers.

Implementing a more rigorous internal audit process to identify and address any non-conformities with ISO 10002:2018 requirements, regardless of customer feedback.

Focusing on improving the efficiency of the complaint resolution process, aiming to reduce the average time taken to resolve each complaint, even if it means less personalized attention.

Launching a marketing campaign to promote the company's commitment to customer satisfaction, highlighting the reduced number of formal complaints as a sign of improvement.

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