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.
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Training hours per employee
Why it's wrong here
Training hours per employee measures staff development, which sits in the learning and growth perspective. It is tempting because skilled staff eventually improve customer outcomes, but the customer perspective requires metrics reflecting customer satisfaction, retention or service quality directly.
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System uptime percentage
Why it's wrong here
System uptime measures internal service availability, which belongs to the internal process or operational perspective, not the customer perspective. It is tempting because customers feel outages, but the customer perspective captures satisfaction, retention and service quality as perceived by the customer.
- ✓
User satisfaction survey results
Why this is correct
User satisfaction survey results directly capture how customers perceive IT service quality, matching the balanced scorecard's customer perspective. Other metrics, such as incident resolution or budget variance, reflect internal process or financial perspectives rather than customer outcomes.
- ✗
Project completion rate
Why it's wrong here
Project completion rate reflects internal operational efficiency, placing it in the internal process perspective. It is tempting because late projects can affect customers, but the customer perspective requires measures of customer satisfaction, retention or perceived service quality rather than delivery throughput.
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Written by Johnson Ajibi, MSc IT Security
Senior Network & Security Engineer · founder of Courseiva
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