Six Sigma Green Belt Certification Practice Exam

What is an advantage to using focus groups to gather customer feedback?

1. There is a large degree of control involved in a focus group

2. Anyone can be a good interviewer for a focus group

3. Results from focus groups typically have high face validity

4. Dialogue in a focus group is easy to analyze

The correct answer is: Results from focus groups typically have high face validity

Using focus groups to gather customer feedback offers the advantage of high face validity in the results. Face validity refers to the extent to which a method appears to measure what it is supposed to measure, based on subjective judgment. In focus groups, the interactive environment allows participants to express their thoughts and feelings in their own words, providing deeper insights into customer perceptions, attitudes, and preferences. This qualitative feedback often resonates more naturally with the target audience, as it incorporates real conversations, emotions, and context. Moreover, the group dynamic can encourage participants to build on each other's ideas, revealing nuances that might not surface in one-on-one interviews or surveys. This richness of data contributes to the perception that the feedback gathered is genuinely representative of customer views and not merely statistical measures. This depth of insight is particularly valuable in understanding complex customer behaviors and motivations, making focus groups an effective tool for gathering actionable feedback. In contrast, the other options do not accurately capture the primary advantages of focus groups. While some control can be exerted, the open nature of discussions often leads to unpredictable dialogues. Not everyone has the requisite skills to effectively facilitate a focus group, which can compromise the quality of the data gathered. Lastly, while dialogue in focus groups offers valuable insights, analyzing such