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BCS BAPv5 Exam - Topic 2 Question 52 Discussion

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?
A) Monitor customer satisfaction.
C) Agree performance objective.
D) Deliver 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.
B) Define customer satisfaction.

BCS BAPv5 Exam - Topic 2 Question 52 Discussion

Actual exam question for BCS's BAPv5 exam
Question #: 52
Topic #: 2
[All BAPv5 Questions]

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?

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Suggested Answer: A

12 Types of Business Events (Plus How They Can Impact Goals) | Indeed.com

SysML Diagram Tutorial | SysML.org

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

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Barbra
7 days ago
Agreed! Regular reviews of survey data are essential.
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Sharen
13 days ago
Maybe focus groups could provide deeper insights too.
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Theron
18 days ago
Definitely! Analyzing feedback helps improve service.
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Erin
2 months ago
I think tracking survey responses is key.
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Christoper
2 months ago
I’m surprised they’re not aiming higher than 70%!
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Lou
2 months ago
Wait, how do they ensure the survey is independent?
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Lindsey
3 months ago
I agree, customer service should be top-notch!
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Meaghan
3 months ago
70% seems a bit low, don’t you think?
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Viola
3 months ago
Sounds like a solid KPI for customer service!
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Ora
3 months ago
I think Pearlie is onto something. This KPI requires a holistic approach, not just a single activity.
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Pearlie
3 months ago
Ha, this is a trick question! The real answer is "All of the above" - you need the survey, the analysis, and probably some other activities to fully evaluate the KPI.
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Niesha
3 months ago
Hmm, I'm not so sure. Wouldn't the "Analyze Survey Results" activity be more directly tied to measuring the KPI?
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Rebbecca
4 months ago
I agree, the survey activity is key to determining if the 70% performance objective is being met.
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Anthony
4 months ago
The "Conduct Customer Satisfaction Survey" activity seems like the obvious choice to measure the KPI.
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Anna
4 months ago
I’m a bit confused about whether we should focus on the survey itself or the follow-up actions based on the feedback. Both seem important!
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Whitney
5 months 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
5 months 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
5 months 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
5 months 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
5 months 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
6 months 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
6 months 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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Mariann
2 days ago
I agree, focusing on customer service activities is essential.
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