Kelsey returns an item to Target and interacts with the customer service associate who issues a refund. In Kelsey's customer journey, $\_\_\_\_\_\_.$

Question $6$Answer

a$.$

this is an on$-$stage experience.

b$.$

this is an off$-$stage experience.

c$.$

this provides KPIs to Target.

d$.$

this is her voice of the customer.