Whenever Customers of Black Inc

Whenever customers of Black Inc., a mobile manufacturer, have a complaint to make about a product not being up to the mark, the company makes it a point to contact the customer or even go to their homes to understand the issue. The company believes that this will help retain customers and create better products. Which step of the consumption chain is this scenario depicting?

A) The third step: how do consumers make their final selections?
B) The fifth step: how is your product/service delivered?
C) The sixth step: how is your product/service paid for?
D) The ninth step: what if customers aren't satisfied and need a return or exchange?