ISO 27017:2015 – Code of Practice for Information Security Controls Based on ISO/IEC 27002 for Cloud Services Quiz 07 24Mar25 - Practice Quiz

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Nimbus Solutions, a cloud service provider, is experiencing a surge in customer complaints related to inconsistent data access speeds and billing discrepancies. The current complaint handling system is rudimentary, lacking structured processes for root cause analysis and continuous improvement. Senior management recognizes the need to enhance customer satisfaction and align with ISO 27017:2015 by implementing a more robust complaint handling process based on ISO 10002:2018. Considering the principles and guidelines of ISO 10002:2018, which of the following would be the MOST effective initial step for Nimbus Solutions to take in improving their complaint handling process to better meet customer expectations and regulatory compliance?

Conduct a comprehensive assessment of the current complaint handling process to identify gaps in investigation procedures, data analysis, and feedback mechanisms.

Immediately invest in a state-of-the-art CRM system with automated complaint logging and resolution workflows to streamline the complaint process.

Implement a mandatory training program for all customer service representatives focusing solely on de-escalation techniques and scripted responses to common complaints.

Develop a new marketing campaign highlighting the company's commitment to customer satisfaction, without making any immediate changes to the existing complaint handling process.

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