Certified Internal Auditor (CIA) Part 1: Business Acumen — Question 15

An auditor plans to analyze customer satisfaction, including. (1) customer complaints recorded by the customer service department during the last three months;
(2) merchandise returned in the last three months; and (3) responses to a survey of customers who made purchases in the last three months.
Which of the following statements regarding this audit approach is correct?

Answer options

• A. Although useful, such an analysis does not address any risk factors.
• B. The survey would not consider customers who did not make purchases in the last three months.
• C. Steps 1 and 2 of the analysis are not necessary or cost-effective if the customer survey is comprehensive.
• D. Analysis of three months' activity would not evaluate customer satisfaction.

Correct answer: B

Explanation

Option B is correct because the survey is specifically aimed at customers who made purchases, thus excluding those who did not. Option A is incorrect because the analysis can indeed highlight risk factors related to customer satisfaction. Options C and D are also wrong as they misrepresent the value of steps 1 and 2 and the sufficiency of a three-month analysis period for evaluating satisfaction.