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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

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

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Ora
1 day ago
I think Pearlie is onto something. This KPI requires a holistic approach, not just a single activity.
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Pearlie
6 days 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
11 days 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
17 days ago
I agree, the survey activity is key to determining if the 70% performance objective is being met.
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Anthony
22 days ago
The "Conduct Customer Satisfaction Survey" activity seems like the obvious choice to measure the KPI.
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Anna
27 days 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
2 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
2 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
2 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
2 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
2 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
3 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
3 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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