PMO Certified Professional Practice Mode

Community Discussion

Written by other learners. Comments can disagree with the marked answer — check the official documentation when in doubt.

• Chose B0

  - Correct answer : B — Collect feedback via post-transaction surveys and perform a thematic analysis on comments. A . Incorrect. Mandating faster ticket resolution may improve speed but does not address the root causes of dissatisfaction or service quality. It could also lead to rushed, lower-quality resolutions. B . Correct. Collecting feedback via post-transaction surveys and performing thematic analysis helps identify recurring issues and root causes, enabling targeted improvements to service quality. This evidence-based approach is the most appropriate first step before implementing corrective actions. C . Incorrect. Hiring more personnel may reduce backlog but does not directly address service quality or customer satisfaction. It is a reactive measure that assumes staffing is the main issue, without first diagnosing the actual problems. D . Incorrect. Automatically escalating all low-satisfaction tickets to the PMO director is inefficient and may not address systemic issues. It places undue burden on leadership without solving underlying problems; escalation should be targeted based on patterns and severity after analysis.