Certificate in Business Data Analytics (CBDA) — Question 11

Operation managers are concerned about the increasing attrition rates in the call center. A series of interviews is being conducted with call center agents to collect information to better understand the problem. Interviewees will ask open and closed ended questions that are both quantitative and qualitative.
Which of the following is considered a qualitative open-ended question?

Answer options

• A. How does call volume contribute to job burnout?
• B. Do you receive more calls on Mondays or Fridays?
• C. How many calls on average do you service in an hour?
• D. Would morale improve if you could work 2 days per week from home?

Correct answer: A

Explanation

The correct answer, A, is a qualitative open-ended question as it invites detailed responses about experiences and perceptions. Options B and C are quantitative and closed-ended, seeking specific numerical or binary answers, while option D, although somewhat open, is still more focused on a specific outcome rather than exploring broader feelings or experiences.