CISA Governance and Management of IT Practice Question
An IT department uses a balanced scorecard to measure performance. Which metric would BEST reflect the 'customer perspective'?
Answer choices
Why each option matters
Answer the question above first, then reveal the full breakdown to understand why each option is right or wrong.
Correct answer & explanation
✓
User satisfaction survey results
The customer perspective focuses on user satisfaction and service responsiveness. Option A is incorrect as training hours relate to learning and growth perspective. Option B is incorrect as system uptime is an internal process metric. Option D is incorrect as project completion rate is an internal efficiency metric.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
Training hours per employee
Why it's wrong here
Incorrect. Training is a learning and growth metric.
- ✗
System uptime percentage
Why it's wrong here
Incorrect. Uptime is an operational metric.
- ✓
User satisfaction survey results
Why this is correct
Correct. Directly measures customer perception.
- ✗
Project completion rate
Why it's wrong here
Incorrect. Project completion is internal process.
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JA
Written by Johnson Ajibi, MSc IT Security
Senior Network & Security Engineer · founder of Courseiva
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