The customer service department at Mercury,a department store,noticed that the store's exchange process creates a lot of stress for its customers.Customers need to visit several counters before their product is finally exchanged for another.Customer service management has decided to send questionnaires to customers,asking them to respond to a list of questions and to provide suggestions for improving the exchange situation in the store.In this scenario,management is using the _____ research method.
A)focus group
B)survey
C)observational
D)experimental

Question

Quizplus · Accepted Answer

The scenario clearly mentions that questionnaires are being sent to customers, which is a form of survey research. Focus group research involves a small group of people discussing a topic in-depth, observational research would involve observing customers during the exchange process, and experimental research involves manipulating variables to test cause-and-effect relationships, none of which are mentioned in the scenario. Therefore, option B is the best choice.

The Customer Service Department at Mercury,a Department Store,noticed That the Store's