Six Sigma Green Belt Certification Practice Exam

Which question format is most appropriate for measuring the strength of a respondent's opinion in a customer satisfaction survey?

1. Open-ended

2. Likert scale

3. Fill-in-the-blank

4. Yes/No

The correct answer is: Likert scale

The Likert scale is the most appropriate format for measuring the strength of a respondent's opinion in a customer satisfaction survey because it allows respondents to express varying degrees of agreement or disagreement on a provided statement. This format typically includes a range of options that usually span from "strongly disagree" to "strongly agree," enabling the surveyor to capture the intensity of feelings about specific aspects of a service or product. Using a Likert scale facilitates quantitative analysis, making it easier to gauge overall satisfaction levels and to compare responses across different groups or time periods. It can also provide a clearer metric for interpreting customer sentiment, as opposed to the more binary nature of other formats, such as open-ended questions or yes/no responses, which may not fully capture the nuances of respondents' opinions. Fill-in-the-blank questions may yield some insightful inputs but lack the structured approach needed for effectively measuring the strength of opinions.