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When we assess the Voice of the Customer we are attempting to determine the gaps in our processes between ''what is'' and __________________.
Suggested Answer: D
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21 comments · newest first
MY
Myrtie
10 months ago
I thought it was "what will cost less" at first.
ST
Starr
10 months ago
"What isn't" doesn't make sense here.
AN
Anglea
10 months ago
Surprised that people think it's anything but "what should be."
WE
Wenona
11 months ago
I disagree, it's more about "what will make money."
LE
Leoma
11 months ago
It's definitely "what should be."
LE
Leila
11 months ago
I feel like "what will make money" could be a contender, but it doesn't really capture the essence of customer needs as well as "what should be."
MA
Maybelle
11 months ago
I'm a bit confused. Could it be "what isn't"? That seems like it could make sense too, but I don't recall it being emphasized.
CA
Carol
12 months ago
I remember a practice question about customer expectations, and it was similar to this. I think "what should be" aligns with that concept.
LO
Louis
12 months ago
I think the answer might be "what should be," but I'm not entirely sure. It feels like the right fit for assessing gaps.
GE
Gearldine
1 year ago
Ah, I see what they're getting at now. This is about identifying the gaps between the current reality and the customer's desired outcome. Yeah, "what should be" makes the most sense as the answer.
PO
Portia
1 year ago
Okay, let me think this through. When we assess the Voice of the Customer, we're trying to understand the customer's needs and expectations, right? So the answer must be "what should be" - the ideal state from the customer's point of view.
RA
Rashida
1 year ago
I'm a little unsure about this one. Is it asking about what the customer wants, or what the company wants to achieve? I'm leaning towards "what isn't" but I'm not totally confident.
AR
Arlen
1 year ago
Hmm, this seems like a straightforward question about the Voice of the Customer. I think the answer is "what should be" - we're trying to identify the gaps between the current state and the ideal state from the customer's perspective.
MA
Major
1 year ago
I believe it's important to identify the gaps between 'what is' and 'what should be'.
ST
Stephaine
1 year ago
Wait, is this a trick question? What if the correct answer is 'what the customer had for breakfast this morning'? I'm just kidding, of course, but you never know with these certification exams!
RE
Rebbeca
9 months ago
But what if it’s “what isn’t”? That could be important too!
EM
Emeline
10 months ago
Yeah, that makes sense! We need to aim for improvement.
CO
Corinne
10 months ago
I think it’s definitely about “what should be.”
LA
Lashon
11 months ago
True, but focusing on “what should be” helps us set goals!
AL
Alise
1 year ago
I agree with In, we need to focus on what should be to improve our processes.
IN
In
1 year ago
I think the answer is D) 'What should be'.