CIPS Exam L6M9 Topic 3 Question 8 Discussion

Actual exam question for CIPS's L6M9 exam

Question #: 8
Topic #: 3

[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.

AChurn rate

BCustomer return rate

CCustomer dissatisfaction levels

DReturn on investment

EProfit margin

Show Suggested 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 Sheridan at Apr 03, 2025, 12:59 PM

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24 days ago

I think the IGA measures churn rate and customer dissatisfaction levels.

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