An incident investigation may provide valuable insight into all of the following except _____.

• A. Hazards
• B. Root causes
• C. Customer satisfaction
• D. Process improvements

Answer: (C)

An incident investigation is focused on uncovering what hazards contributed to the event, identifying the root causes, and determining changes to processes to prevent recurrence. By examining how and why the incident occurred, responders can highlight where safety controls failed, what underlying factors allowed the incident, and what procedural or operational improvements are needed to reduce the chance of it happening again. These elements directly feed into improving safety, addressing root causes, and refining processes.

Customer satisfaction, while important to the business, is not a direct outcome of an incident investigation. The investigation does not typically measure or reveal how customers feel, though indirect improvements in safety and reliability can influence satisfaction over time.