PMP · Question #927
A customer is unhappy after weeks of working in a newly implemented virtual environment and wants their key stakeholders to be more involved in the development processes. The customer is requesting…
The correct answer is B. Break down the request situation to identify the root causes for the customer's dissatisfaction. Before addressing a specific customer request, especially one that challenges company policy, the project manager should investigate the underlying causes of the customer's dissatisfaction.
Question
A customer is unhappy after weeks of working in a newly implemented virtual environment and wants their key stakeholders to be more involved in the development processes. The customer is requesting access to the information radiators of the project management information system (PMIS). The development company has never allowed clients access to the system. What should the project manager do?
Options
- ASubmit the request and advise for approval, then investigate the training needs for team members
- BBreak down the request situation to identify the root causes for the customer's dissatisfaction.
- CDeny the request and negotiate for alternatives that will achieve the customer's desired results.
- DSubmit the request and advise for denial, as the company has never allowed customers access to
How the community answered
(54 responses)- A6% (3)
- B80% (43)
- C4% (2)
- D11% (6)
Why each option
Before addressing a specific customer request, especially one that challenges company policy, the project manager should investigate the underlying causes of the customer's dissatisfaction.
Submitting the request for approval without understanding the root cause or potential alternatives is premature, especially if it conflicts with company policy, and might lead to an unoptimized or unnecessary solution.
The customer's request for PMIS access is a symptom of deeper unhappiness and a desire for more involvement. The project manager's primary responsibility is to understand the root cause of the dissatisfaction and the specific needs driving the request. By breaking down the situation, the project manager can discover if PMIS access is truly the best solution or if other, more appropriate, and perhaps policy-compliant, alternatives can address the customer's need for transparency and involvement.
Denying the request outright without understanding the underlying need and without offering alternatives first can further escalate customer dissatisfaction.
Advising for denial solely based on past policy, without understanding the customer's current needs or exploring solutions, disregards effective customer relationship management and problem-solving.
Concept tested: Root cause analysis; stakeholder management; customer satisfaction
Source: https://www.pmi.org/pmbok-guide-standards/foundational/pmbok/project-stakeholder-management
Topics
Community Discussion
5
Yuki V.Jul 3, 2026B is correct because when a customer is unhappy you always dig into the root cause before acting on their proposed solution. The PMIS access request is a symptom, and the real issue is their stakeholders feeling left out of the development process, so figure that out first.
Mateus R.Jul 5, 2026I first leaned toward C because it seemed practical to protect the system, but the real issue here is that the customer is unhappy and wants more involvement, so you need to figure out the root cause of that dissatisfaction before deciding anything about system access. Think of it like a patient showing up with a symptom, you do not just hand them a treatment plan without diagnosing what is actually wrong first.
Ola B.Jul 6, 2026Good analogy but the real trap here is that C sounds proactive so a lot of folks grab it, when the exam is testing whether you understand that customer satisfaction issues require root cause analysis, not technical workarounds.
Viktor S.Jul 5, 2026B is right and its not close. The customer being unhappy after weeks of work is the real problem here, not the PMIS access request which is just a symptom. You dont jump to approving or denying a system access request without understanding why the customer feels stakeholders need more involvement in the first place. Root cause analysis first, then you can figure out whether access, a dashboard summary, regular demos, or something else actually solves their underlying concern.
Ola B.Jul 5, 2026Had this exact scenario on my exam last August and B is the move. Got tripped up for a second because D sounds tempting from a policy angle, but anytime a customer is unhappy in PMP land you always dig into the root cause before doing anything else.