ISO 14046:2014 Lead Auditor Quiz 06 24Mar25 - Practice Quiz

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Question 1 of 30

A medium-sized furniture manufacturer, \"Cozy Home Furnishings,\" has recently experienced a surge in customer complaints regarding the durability of their newly launched sofa line. As the newly appointed lead auditor tasked with assessing their compliance with ISO 10002:2018, you are reviewing the organization\'s established objectives for complaints handling. Considering the principles and requirements of ISO 10002:2018, which of the following objectives would be MOST critical for Cozy Home Furnishings to prioritize in addressing the current situation and ensuring long-term customer satisfaction and compliance? The company operates in a highly competitive market with stringent consumer protection laws.

To minimize the number of recurring complaints related to sofa durability, improve the average complaint resolution time for all product-related issues, enhance customer loyalty by demonstrating a commitment to resolving durability concerns effectively, and ensure compliance with consumer protection laws regarding product warranties and guarantees.

To reduce the overall number of complaints received across all product lines, implement a new customer relationship management (CRM) system for tracking complaints, increase the number of positive customer reviews on online platforms, and provide additional training to customer service representatives on conflict resolution techniques.

To standardize the complaint logging process across all departments, conduct a monthly review of complaint trends, allocate additional resources to the marketing department for promotional campaigns, and offer discounts to customers who have filed complaints in the past.

To establish a formal complaints handling policy, conduct an annual customer satisfaction survey, benchmark the organization's complaints handling performance against industry averages, and implement a new employee performance evaluation system based on customer feedback scores.

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