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Question $19$

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.

focus group

experimental

observational

survey