Certified Internal Auditor (CIA) Part 2: Practice of Internal Auditing — Question 13

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 specifically targets customers who made purchases, thereby excluding those who did not buy anything in the last three months. Option A is incorrect as the analysis can highlight various risk factors. Option C is false because even a comprehensive survey does not negate the value of analyzing complaints and returns. Option D is wrong because three months of activity can provide insights into customer satisfaction.