Creighton Bicycles and Repair conducted a survey and discovered that among customers who had tried both bike shops, its successful cross$-$town competition was preferred about $75\%$ of the time. The most frequently cited reason was customer service. This information would be most helpful to introduce to employees during which stage of Lewin's change model?

a$.$

Unfreezing

b$.$

Benchmarking

c$.$

Continuous improvement

d$.$

Empowerment

e$.$

Heating

f$.$

Refreezing