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CIPS L6M9 Exam - Topic 2 Question 12 Discussion

The Improvement Gap Analysis can be utilised to manage trade-offs in operational strategy. Which of the following is measured by the IGA? Select ALL that apply.
C) Customer dissatisfaction levels
A) Churn rate
B) Customer return rate
D) Return on investment
E) Profit margin

CIPS L6M9 Exam - Topic 2 Question 12 Discussion

Actual exam question for CIPS's L6M9 exam
Question #: 12
Topic #: 2
[All L6M9 Questions]

The Improvement Gap Analysis can be utilised to manage trade-offs in operational strategy. Which of the following is measured by the IGA? Select ALL that apply.

Show Suggested Answer Hide Answer
Suggested Answer: C

The Improvement Gap Analysis measures customer dissatisfaction levels. It describes the current state of an organisation and what needs to be done to reach the desired state. The gap between these states represents customer dissatisfaction. The IPA matrix by Piccolo et al categorises dissatisfaction into four quadrants, helping organisations determine whether action is needed. (See p. 137)


by Winfred at Jul 14, 2025, 05:27 AM

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Kenny
7 months ago
I thought it was more about customer return rates.
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Kallie
7 months ago
Wait, does it really measure ROI? That seems off.
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Stephen
7 months ago
Totally agree, those are key metrics!
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Sage
7 months ago
Profit margin is definitely not part of IGA.
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Darrel
7 months ago
IGA measures churn rate and customer dissatisfaction levels.
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Mozell
8 months ago
IGA definitely looks at customer dissatisfaction levels, but I’m torn between whether it includes return rates or not. I guess I’ll have to think about A and C more.
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Francoise
8 months ago
I’m really unsure about this one. I feel like churn rate is important, but I can't recall if it’s specifically part of the IGA.
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Corrina
8 months ago
I remember practicing a question about operational strategies, and IGA seemed to measure things like ROI and profit margins. So, I might go with D and E.
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Paz
8 months ago
I think the IGA focuses on customer-related metrics, so maybe A and C? But I'm not entirely sure about B.
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Lavera
9 months ago
I'm a bit unsure about this one. I know the IGA is used for managing trade-offs, but I'm not sure exactly which metrics it measures. I'll need to think it through step-by-step.
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Jeannetta
9 months ago
I'm confident I know the answer to this one. The IGA focuses on metrics like churn rate, customer return rate, and customer dissatisfaction levels to help identify areas for improvement.
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Casie
9 months ago
Okay, let's see. The IGA is used to manage trade-offs in operational strategy, so I'm guessing it measures things like customer satisfaction, profitability, and efficiency.
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Britt
9 months ago
Hmm, this seems to be testing our understanding of the key metrics measured by the IGA. I'll need to recall what I've learned about this framework.
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Felicitas
9 months ago
I'm not too familiar with the Improvement Gap Analysis, so I'll need to think this through carefully.
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Karrie
11 months ago
Hmm, I'd say A, C, and E. Churn rate, customer dissatisfaction, and profit margin - the holy trinity of operational strategy!
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Janna
11 months ago
I think all options are correct because the IGA helps in identifying areas for improvement and making strategic decisions.
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William
11 months ago
I believe it measures customer return rate and return on investment as well.
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Carli
11 months ago
D and E, baby! Gotta keep an eye on that ROI and those profit margins. Anything else is just a distraction.
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Geoffrey
11 months ago
User 1
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Tegan
11 months ago
User2
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Rashida
11 months ago
User1
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Markus
12 months ago
Definitely B and C. Can't forget about those disgruntled customers who keep coming back for more punishment!
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Kerrie
11 months ago
C) Customer dissatisfaction levels
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Clarence
11 months ago
C) Customer dissatisfaction levels
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Kerrie
11 months ago
B) Customer return rate
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Clarence
11 months ago
B) Customer return rate
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Gerry
12 months ago
I agree with Mila, but I also think it measures profit margin.
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Mila
1 year ago
I think the IGA measures churn rate and customer dissatisfaction levels.
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