In incident investigations, which area is least likely to be a focus?

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

Answer: (C)

Investigations focus on safety and preventing recurrence. The key aim is to understand what happened, why it happened, and how to fix underlying weaknesses. Hazards encountered are essential because they reveal risk factors and conditions that contributed to the incident. Identifying root causes targets the underlying systemic issues so they can be addressed, not just the surface symptoms. Process improvements translate those findings into concrete actions that reduce the chance of a similar incident happening again. Customer satisfaction, while important for service quality overall, isn’t driven by the investigation’s safety and prevention goals and therefore isn’t typically a primary focus, even though the incident may affect customers in other ways.