IASSC Exam ICYB Topic 2 Question 36 Discussion

Actual exam question for IASSC's ICYB exam

Question #: 36
Topic #: 2

[All ICYB Questions]

When we assess the Voice of the Customer we are attempting to determine the gaps in our processes between ''what is'' and __________________.

A''What isn't''

B''What will make money''

C''What will cost less''

D''What should be''

Show Suggested Answer

Suggested Answer: D

by Sarah at Aug 21, 2022, 05:29 AM

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Ettie

12 days ago

I bet the person who wrote this question is just as confused as we are about what the Voice of the Customer is all about. Maybe they should have just asked, 'What do our customers want?' Boom, problem solved!

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Sanda

14 days ago

Option D is the way to go. Anything else and you're just ignoring what the customer actually wants. Unless, of course, you're a mind reader. In that case, feel free to go with 'What isn't'.

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Martin

15 days ago

Hmm, 'What will make money' sounds tempting, but that's not really the point of the Voice of the Customer. Unless, of course, the customer's dream is to make you rich. Hey, a guy can dream, right?

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Alisha

15 hours ago

A) ''What isn't''

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Phung

19 days ago

I was about to choose 'What will cost less', but then I remembered that the Voice of the Customer is about understanding their needs, not just cutting costs. Gotta keep the customer in mind!

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Linwood

20 days ago

Option D, 'What should be', is the correct answer. We're trying to identify the gaps between the current state and the desired state as expressed by the customer.

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