A corrective action in response to a product complaint may include: Response:

Question

Options

• AIssuing a public apology on social media.
• BModifying the product design or formulation.
• CIncreasing the price of the product to improve its perceived value.
• DDiscontinuing all marketing activities for the product.

• A
  6% (2)
• B
  81% (29)
• C
  11% (4)
• D
  3% (1)

Explanation

Modifying the product design or formulation (B) is the correct corrective action because it directly addresses the root cause of the complaint - if customers are unhappy with how a product works or what it contains, changing the design or formulation fixes the underlying problem rather than just the surface perception. Corrective actions in quality management (e.g., under ISO standards or FDA regulations) must be substantive responses that prevent recurrence of the issue.

Why the distractors are wrong:

• A (public apology): A social media apology is a public relations response, not a corrective action - it doesn't fix the product defect.
• C (raising the price): Increasing price manipulates perceived value but does nothing to resolve the actual complaint; it could even worsen customer dissatisfaction.
• D (stopping marketing): Halting marketing avoids spreading awareness of the problem but still doesn't correct it - it's avoidance, not remediation.

Memory tip: Think of "corrective action" as fixing the root cause, not the reputation. If the product is broken, you fix the product - everything else is just noise management.

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