CBAP Business Analyst Exam Prep

Answer: D - AT&T introduces a new system of customer satisfaction detection whereby customers are asked to comment on their online shopping experience. Customers are given an open-ended question that asks “Tell us what you enjoyed/did not enjoy about your shopping experience today”.

Key Takeaway: Open-ended questions in a survey/questionnaire do not give the respondent a range of answers from which they can choose. Instead, a prompting question is asked and the respondent is given the space to express their impressions, needs, and preferences in their own words. For example, one respondent may choose to comment on the layout of the website while another may complain about the limited options available to online buyers.