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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
8 months ago
I thought it was more about customer return rates.
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Kallie
9 months ago
Wait, does it really measure ROI? That seems off.
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Stephen
9 months ago
Totally agree, those are key metrics!
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Sage
9 months ago
Profit margin is definitely not part of IGA.
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Darrel
9 months ago
IGA measures churn rate and customer dissatisfaction levels.
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Mozell
9 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
10 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
10 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
10 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
10 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
11 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
11 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
11 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
11 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
1 year 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
1 year 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
1 year ago
I believe it measures customer return rate and return on investment as well.
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Carli
1 year 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
1 year ago
User 1
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Tegan
1 year ago
User2
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Rashida
1 year ago
User1
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Markus
1 year ago
Definitely B and C. Can't forget about those disgruntled customers who keep coming back for more punishment!
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Kerrie
1 year ago
C) Customer dissatisfaction levels
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Clarence
1 year ago
C) Customer dissatisfaction levels
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Kerrie
1 year ago
B) Customer return rate
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Clarence
1 year ago
B) Customer return rate
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Gerry
1 year 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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