Which is the FIRST step that this organization should take to address the complaints?

An organization is receiving complaints about the performance of one of its online services. Some of the complaints are coming from its internal employees who are reporting issues with onboarding new consumers. The organization has limited resources.

Which is the FIRST step that this organization should take to address the complaints?
A . j
B . 35px;">Analyse the patterns of business activity</li>

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Answer: B