During a project review after a major software upgrade, the team notes improved customer satisfaction as a key outcome. How should this benefit be classified?

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BlackTom AI · Accepted Answer

When assessing benefits from a project outcome, it helps to classify according to whether the benefit is tangible or intangible, and by its functional domain.
Option a: Operational benefit. This would apply to benefits that directly improve the efficiency or effectiveness of operations (e.g., reduced cycle time, lower costs, improved throughput). Improved customer satisfaction is not a direct operational metric; it reflects external perceptions and stakeholder value rather than a measurable operational process change, so this choice is not the best fit.
Option b: Developmental benefit. Developmental benefits relate to growth in capabilities, skills, or capacities within the project team or organization during development activities. While customer satisfaction can be influenced by better development practices, the stated outcome is the external customer perception, not an internal capability development outcome, making this option less appropriate.
Option c: Variable benefit. A variable benefit suggests a benefit that changes or fluctuates and is not stable or predictable. Customer satisfaction can vary over time, but in the context of classifying the type of benefit from a project outcome, it’s typically described as a broader, perennial effect rather than labeling it merely as variable, so this option is not the standard classification here.
Option d: Intangible benefit. Intangible benefits are those that are real and valuable but not easily quantified in monetary terms or standard performance metrics—such as improved customer satisfaction, brand perception, or stakeholder goodwill. Since customer satisfaction is a qualitative, perceptual outcome rather than a directly measurable tangible metric, this choice correctly captures the nature of the benefit.

Systems Analysis and Design (082025-TVM)

During a project review after a major software upgrade, the team notes improved customer satisfaction as a key outcome. How should this benefit be classified?

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