A company’s balanced scorecard shows excellent customer satisfaction and internal process efficiency metrics, but its Return on Investment (ROI) has fallen sharply. Which of the following is the most likely explanation for this divergence?

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Accounting · Management Accounting

Verified Solution4 OptionsUpdated: October 2026👁️1 View

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Capital investment in new processes was increased significantly ahead of realizing the financial benefits

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Answer 1

Capital investment in new processes was increased significantly ahead of realizing the financial benefits

Answer 2

Customer satisfaction data is highly unreliable and fabricated

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Managers manipulated non-financial KPIs to gain bonuses

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The costs of capital were overstated in the financial statements

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