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BCS Exam BAP18 Topic 4 Question 39 Discussion
Topic #: 4
An airline has agreed that the following Key performance indicator (KPI) will help measure one of the airline's Critical Success Factors (CSFs) --customer service. The KPI is the percentage of customers rating our service as excellent in an independently administrator customer survey.
In the current year, the performance objective associated with KPI is 70%. The airline, therefore, aims for at least 70% of customers rating its service as excellent.
Which of the following activities in a Business Activity Model would establish whether the KPI and its associated performance objective is being achieved?
The activity that will establish whether the KPI and its associated performance objective is being achieved is 'Monitor customer satisfaction'. This activity involves monitoring the customer satisfaction survey results in order to track the performance of the KPI and ensure that the performance objective is being met.
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