PMI Professional in Business Analysis (PMI-PBA) — Question 119

A business analyst is assigned to a business process re-engineering project. In addition to planning a workshop to elicit requirements, the business analyst wants to send out a survey to gather data to use in a statistical analysis on user satisfaction with the current business process.
Which of the following types of surveys would be most appropriate to create and why?

Answer options

• A. An open-ended survey to allow users the opportunity to explain their opinions on the current business process
• B. A closed-ended survey to pose several multiple choice questions and ask the users if the current business process is correct
• C. A closed-ended survey using the Likert scale to rank specific areas of the current business process
• D. An open-ended survey to collect different opinions on the current business process

Correct answer: C

Explanation

The correct answer is C because a closed-ended survey using the Likert scale allows for quantifiable data on user satisfaction across specific aspects of the process, which is essential for statistical analysis. Options A and D provide open-ended responses that are harder to analyze quantitatively, while option B lacks the depth needed to assess user satisfaction effectively.