Discuss IIBA CBDA Exam Topic 1 Question 46

Operation managers are concerned about the increasing attrition rates in the call center. A series of interviews is being conducted with call center agents to collect information to better understand the problem. Interviewees will ask open and closed ended questions that are both quantitative and qualitative. Which of the following is considered a qualitative open-ended question?

AHow does call volume contribute to job burnout?

BWould morale improve if you could work 2 days per week from home?

CHow many calls on average do you service in an hour?

DDo you receive more calls on Mondays or Fridays?

Suggested Answer: A

A qualitative open-ended question is a question that allows the respondent to express their thoughts, feelings, or opinions in their own words, without being constrained by predefined options or categories. A qualitative open-ended question can help the interviewer explore the underlying reasons, motivations, or perceptions of the respondent. Option A is a qualitative open-ended question, because it asks the respondent to explain how call volume affects their job satisfaction and well-being, which may vary from person to person and require elaboration. Options B, C, and D are not qualitative open-ended questions, because they ask the respondent to choose between two alternatives (B and D) or provide a numerical value , which are quantitative and closed-ended responses. Reference:

* Business Analysis Certification in Data Analytics, CBDA | IIBA, CBDA Competencies, Domain 2: Source Data

* Understanding the Guide to Business Data Analytics, page 14

* CERTIFICATION IN BUSINESS DATA ANALYTICS HANDBOOK - IIBA, page 8, CBDA Exam Sample Questions and Self-Assessment, Question 9

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26 comments · newest first

Son 2 months ago

A really digs into feelings about the job.

Dorcas 2 months ago

B seems good too, but it's closed-ended.

Gwenn 2 months ago

Yeah, A allows for detailed responses.

France 3 months ago

I think A is the right choice. It's open-ended.

Devon 3 months ago

I agree, A really digs into the reasons behind burnout.

Claribel 3 months ago

B is interesting too, but it’s more about a specific situation.

Howard 3 months ago

Yeah, A makes sense. It’s open-ended.

Melinda 3 months ago

I think A is the qualitative question. It asks for feelings.

Lindsey 3 months ago

A really digs into the emotional side of the job. Good for understanding!

Ruthann 4 months ago

B is interesting too, but it's more closed.

Frederica 4 months ago

Definitely! It allows agents to express feelings about burnout.

Lyda 4 months ago

I think A is the right choice. It asks for personal insight.

Christiane 4 months ago

C) and D) are clearly quantitative, no doubt about that!

Darnell 4 months ago

Wait, are we sure A) is the only qualitative one? Seems like a tricky question!

Tess 6 months ago

I thought B) was qualitative too, but I guess it's more about a specific scenario.

Ria 6 months ago

Totally agree, it's all about the feelings and experiences.

Galen 6 months ago

A) is definitely the qualitative one!

Sabra 6 months ago

I’m surprised they’re asking about burnout; it’s such a big issue!

Evan 7 months ago

Wait, are we sure A) isn’t too broad?

Aide 7 months ago

I thought B) could be qualitative too, but it’s more about a specific scenario.

Yvonne 7 months ago

Totally agree, it’s all about the feelings and experiences.

Whitney 7 months ago

A) is definitely the qualitative one!

German 7 months ago

I’m a bit lost on this one. I thought all the options were about gathering information, but I guess A stands out as more open-ended?

Malissa 7 months ago

I practiced similar questions, and I recall that qualitative questions often start with "how" or "what." So, A makes sense to me.

Heike 8 months ago

I'm not entirely sure, but I remember something about open-ended questions allowing for more detailed responses. A fits that description, I think.

Madalyn 8 months ago

I think qualitative questions are more about opinions and experiences, so A seems like the right choice.

IIBA CBDA Exam - Topic 1 Question 46 Discussion