Certified Internal Auditor (CIA) Part 3: Business Knowledge for Internal Auditing — Question 157

Which of the following standards would be most useful in evaluating the performance of a customer-service group?

Answer options

• A. The average time per customer inquiry should be kept to a minimum.
• B. Customer complaints should be processed promptly.
• C. Employees should maintain a positive attitude when dealing with customers.
• D. All customer inquiries should be answered within seven days of receipt.

Correct answer: D

Explanation

Answer D is correct because it sets a clear and measurable timeline for responding to customer inquiries, which is crucial for evaluating service efficiency. While options A, B, and C focus on aspects of customer service, they do not provide a specific metric for performance evaluation like option D does.