BCS BAPv5 Exam - Topic 2 Question 52 Discussion

Actual exam question for BCS's BAPv5 exam

Question #: 52
Topic #: 2

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 option best activities in a Business Activity Model would establish whether the KPI and its associated performance objective is being achieved?

AMonitor customer satisfaction.

CAgree performance objective.

DDeliver customer service.
The activity 'monitor customer satisfaction' would establish whether the KPI and its associated performance objective is being achieved, as it would involve collecting and analysing the data from the customer survey. The other activities are related to defining, agreeing or delivering customer satisfaction, but not measuring it. Therefore, option A is the correct answer.

BDefine customer satisfaction.

Show Suggested Answer

Suggested Answer: A

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by Arlen at Jan 26, 2026, 07:48 PM

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Whitney

5 days ago

I feel like we might need to focus on the survey distribution process and how we analyze the results to see if we hit that 70% target.

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Crissy

10 days ago

This question reminds me of a practice case where we had to analyze customer feedback loops. I think we need to look at data collection methods.

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Desirae

15 days ago

I remember studying how to align KPIs with CSFs, but I'm not entirely sure which specific activities would directly measure customer satisfaction.

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Quentin

20 days ago

I feel pretty confident about this one. I'd look for activities in the Business Activity Model that are responsible for collecting and analyzing the customer survey data. Those would be the ones that would show whether the 70% target for the KPI is being met.

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Temeka

26 days ago

Okay, so the KPI is the percentage of customers rating the service as excellent. I'd focus on finding the activities that involve directly interacting with customers and getting their feedback. Those would be the ones to look at in the Business Activity Model.

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Gaynell

1 month ago

Hmm, this is a tricky one. I'm not totally sure what a Business Activity Model is or how it relates to measuring a KPI. I might need to review my notes on that before I can give a good answer.

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Page

1 month ago

I think I'd start by looking at the different activities in the Business Activity Model and trying to identify which ones are directly related to customer service. That seems like the key to figuring out how to measure whether the KPI is being achieved.

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