Judgement Test Question 15 – Choosing service channels within a fixed budget
Read the scenario and rate every action independently. Several actions can receive the same rating.
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Scenario
Your advice service must reduce its budget. It currently offers phone, email and a monthly evening drop-in. A senior colleague wants to close the drop-in because attendance is low. A representative from a customer group says most attendees are shift workers or people who struggle with digital services, and daytime phone waits are already long. The senior colleague says the budget meeting is tomorrow and there is no time for another consultation. You have cost, waiting-time and user data and can suggest a short trial. You need to help the people involved reach a practical plan that meets the budget and protects reasonable access.
Rate the actions
For each action, choose Counterproductive, Ineffective, Fairly Effective or Effective.
Action A
Support closing the drop-in because it has the lowest headline attendance.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Action B
Bring the cost and user evidence together, speak with the representative and service leads, and recommend a channel mix or controlled trial that meets the saving.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Action C
Propose an appointment-only evening trial and monitor use, without first checking whether appointments would work for the current users.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Action D
Reject any channel change and tell the senior colleague that customer service matters more than the agreed budget.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Click to reveal the answer
- Action A: Ineffective
- Action B: Effective
- Action C: Fairly Effective
- Action D: Counterproductive
Members can unlock the detailed explanation for all four actions, including why each response helps, falls short or makes the situation worse.
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