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A customer survey needs to be designed. What is the most important factor for success?
Correct Answer: A
The most important factor for a successfulcustomer surveyinservice managementisrelevant questions to meet the objective(A). According toITIL's continual service improvement (CSI), surveys must be designed with questions that align with the survey's goals (e.g., assessing service quality or customer satisfaction) to gather meaningful data for actionable improvements. * Use a rating scale only (B):Restricting to rating scales limits question variety and may not capture qualitative insights. * Leading and loaded questions (C):These bias responses, reducing survey validity. * Minimum duration (D):While brevity is important, relevance of questions is critical for achieving the survey's purpose. Reference:EPI CITM study guide, under Service Management, likely references ITIL's CSI framework for survey design. Check sections on customer feedback or service improvement.
