Practice · ITIL Experience (Version 5)

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During a review of experience data, an analyst insists that a satisfaction score fully captures how customers feel about a service. According to the ITIL Experience content on experience capture, why is this view mistaken?

A Metrics are hypotheses that reflect only part of the human experience
B Metrics must always be validated by AI governance before use
C Satisfaction scores are only valid for digital products, not services
D Metrics are more accurate than any narrative evidence

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