If dogs could talk, they would probably ask for the Work From Home trend to last forever.

The remote work movement that surged during the COVID-19 pandemic provided round-the-clock companionship for workers furry friends, and the businesses supporting pet ownership reaped the benefits.

Chewy, an online retailer specializing in pet food and other pet-related products, was no exception. Its business soared as consumers went online to find their pet products. But Chewy did more than prepare for increased product demandthe company also listened to the customer feedback it was receiving and recognized the opportunity to address a growing unmet need. Using customer comments, customer interviews, and focus groups to gain insights and advance the emerging idea, the company ultimately developed its Connect With A Vet service, which allows customers to ask licensed veterinarians questions about their pets health. Although these veterinarians are not able to diagnose or prescribe medicine, they can help pet owners understand how urgent the issue is and if they should seek emergency care. This service is free of charge to customers who also subscribe to Chewys Autoship automatic replenishment program.

Sumit Singh, CEO of Chewy, said the company found that during the pandemic there was friction in the pet health care process because of reduced veterinarian availability, limited clinic hours, and an overall hesitation to visit public places. A telehealth solution for customers was already on Chewys roadmap as a potential service to be considered in the future, but the pandemic pulled it forward, Singh explained.

Chewy's recognition that veterinarian availability was limited to pet owners is an example of a ______.

a. decision problem

c. research request agreement

d. request-for-proposal (RFP)