You are working with the project stakeholders to analyze and prioritize their requirements for the project. One of the project requirements is to achieve a high-level of customer satisfaction for…

Question

Options

• AAchieving customer satisfaction is an assumption and should be documented in the project scope.
• BAchieving customer satisfaction is a subjective requirement and entails a high level of risk of being
• CAchieving customer satisfaction is a risk as the project manager cannot control how satisfied the
• DAchieving customer satisfaction should always map to the quality requirements for the project.

• A
  5% (3)
• B
  79% (44)
• C
  13% (7)
• D
  4% (2)

Explanation

The core danger is that 'high-level of customer satisfaction' is a subjective, unmeasurable requirement. A good requirement must be specific, measurable, and verifiable. Because 'satisfaction' means different things to different stakeholders, there is no objective way to confirm it has been achieved. This ambiguity creates significant risk: the project team may believe they have met the requirement while the customer disagrees, leading to disputes, rework, and scope creep. Requirements must be quantifiable (e.g., '95% of users rate the product 4 or 5 out of 5 in post-launch surveys') to be actionable and testable. Option A is incorrect because satisfaction is not merely an assumption. Option C confuses this with a risk event. Option D is a best practice, not the danger.

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