Even after bloggers revealed that the standard Kryptonite U-shaped lock could be easily opened with aBic pen, the Kryptonite Company tried to deny there were any problems with its product. Finally, itagreed to address customers' concerns by replacing the locks if the customer still had his or her salesslip. Kryptonite engaged in:
a.proactive customer monitoring
b.consumer confidence forecasts
c.demographic information
d.reactive customer monitoring
e.a competitive analysis
Answer: D