customer satisfaction

1. Customer Satisfaction By Chris Brzenchek & Kevin Drakes

3. Product serviced

11. Customer Demographic Types

13. Data Described Customers Repair speed Communication Commitment Response Timely est. Accurate est. Tech. Ability Attitude Phone courtesy Overall Value Inv Ul. Cust.1 3 2 1 3 1 2 4 3 3 3 Cust.2 4 2 3 3 2 2 5 3 2 3 Cust.3 2 3 3 3 3 3 3 2 3 2 Cust.4 3 2 3 4 4 4 3 4 2 2 Cust.5 3 3 3 3 3 3 3 3 3 3 Cust.6 4 2 3 3 3 3 2 2 2 3 Cust.7 2 2 2 2 2 2 2 2 2 2 Cust.8 1 4 1 3 2 2 2 2 2 2 Cust.9 2 4 1 1 1 1 1 1 1 1 Cust.10 5 5 5 5 5 5 5 5 5 5 Cust.11 3 3 3 3 3 3 3 3 3 4 Cust.12 2 3 2 3 3 3 3 3 3 3 Cust.13 2 4 3 3 3 3 3 3 3 2 Cust.14 3 4 4 4 4 4 4 4 4 4 Cust.15 1 1 1 1 1 1 1 1 1 1 Cust.16 2 2 2 3 2 3 4 4 3 3 Cust.17 3 2 4 1 2 2 2 4 4 3 Cust.18 4 5 4 4 4 4 5 5 4 2 Cust.19 4 4 4 4 4 4 4 4 4 4 Cust.20 2 4 3 2 1 1 2 2 3 2 Cust.21 3 3 3 3 3 3 3 3 3 3 Cust.22 1 3 2 3 3 4 4 3 4 3 Cust.23 2 2 2 2 2 2 2 2 2 2 Cust.24 3 2 3 2 3 2 3 2 3 3 Cust.25 3 2 3 3 3 3 3 3 3 3 Cust.26 3 3 3 3 3 4 3 4 3 3 Cust.27 4 3 2 4 5 5 4 3 3 4 Cust.28 3 1 1 1 1 1 1 1 1 1 Cust.29 3 1 2 1 2 1 2 1 1 2 Cust.30 2 2 3 3 3 2 3 3 3 3 Customers Repair speed Communication Commitment Response Timely est. Accurate est. Tech. Ability Attitude Phone courtesy Professionalism 2.733333333 2.766666667 2.633333333 2.766667 2.7 2.733333333 2.966666667 2.833333 2.75862069 2.7 Scale Very Satisfied 5 Satisfied 4 Neutral, 3 Satisfied 2 Very Unsatisfied 1 Not Applicable 0

17. Two-Sample Test (low vs. High) HYPOTHESIS TESTS NULL :  average repair speed score is not greater than the average of the employee atittude. ALTERNATIVE:  average repair speed score is greater than the average of employee atittude. sample means stdev sample size test statistic (obs) (2.681) sample 1 2.626667 0.916271 150 critical measure 1.960 sample 2 2.933333 1.059737 150 std error 0.1143852 |obs| > critical? Accept null # of tails? 2 p-value 0.00734025  -level 0.050 p-value < a-level?

19. Regression X= overall satisfaction Y= phone courtesy SUMMARY OUTPUT Regression Statistics Multiple R 0.57209166 high positive correlation coefficient R Square 0.327288868 sum of squared error Adjusted R Square 0.322743522 variability in score as related to x factors Standard Error 0.734446254 how many errors will occur when predicting scores Observations 150 ANOVA df SS MS F Significance F Regression 1 38.84046088 38.84046088 72.00527845 2.05194E-14 ftest good in relation to p values Residual 148 79.83287245 0.5394113 Total 149 118.6733333 Coefficients Standard Error t Stat P-value Lower 95% Upper 95% Lower 95.0% Upper 95.0% slope Intercept 1.261666091 0.181280198 6.959756809 1.02872E-10 0.90343422 1.619897961 0.90343422 1.619897961 Phone courtesy 0.50172831 0.059127081 8.485592404 2.05194E-14 0.384885957 0.618570663 0.384885957 0.618570663

20. Question #3 Does good Attitude, and commitment result in happy customers?

21. Correlation Coefficients overall attitude commitment overall 1 attitude 0.57574678 1 commitment 0.571230743 0.568946986 1

22. Multiple regression SUMMARY OUTPUT Regression Statistics Multiple R 0.750898267 R Square 0.563848207 Adjusted R Square 0.535809877 Standard Error 0.608038927 Observations 150 ANOVA df SS MS F Significance F Regression 9 66.91374619 7.434860688 20.10990724 2.29374E-21 Residual 140 51.75958714 0.369711337 Total 149 118.6733333 Coefficients Standard Error t Stat P-value Lower 95% Upper 95% Lower 95.0% Upper 95.0% Intercept 0.475689706 0.197891743 2.403787535 0.017535008 0.084447105 0.866932307 0.084447105 0.866932307 Repair speed 0.217420683 0.064344676 3.379000334 0.000942602 0.090207803 0.344633562 0.090207803 0.344633562 Communication -0.07956735 0.062217553 -1.27885696 0.203063207 -0.202574792 0.043440092 -0.202574792 0.043440092 Commitment 0.130131423 0.073484989 1.77085721 0.078760592 -0.015152346 0.275415193 -0.015152346 0.275415193 Response 0.162296705 0.076082429 2.13316935 0.0346548 0.011877659 0.312715752 0.011877659 0.312715752 Timely est. 0.139276258 0.085021795 1.638124177 0.103641382 -0.028816396 0.307368911 -0.028816396 0.307368911 Accurate est. -0.05890626 0.070241558 -0.838623987 0.403109932 -0.197777586 0.079965076 -0.197777586 0.079965076 Tech. Ability 0.139216715 0.083439401 1.668476921 0.097456072 -0.025747461 0.304180891 -0.025747461 0.304180891 Attitude 0.032391038 0.072850247 0.444624967 0.657277399 -0.11163781 0.176419887 -0.11163781 0.176419887 Phone courtesy 0.136335204 0.071984654 1.893948189 0.060294805 -0.005982321 0.278652729 -0.005982321 0.278652729

23. Question #4 What factors will be the most significant to customers?

24. Values Row Labels Average of Tech. Ability Average of Phone courtesy Average of Repair speed contractors 2.9 2.7 2.333333333 investor 2.733333333 2.833333333 2.733333333 municipal 2.733333333 2.833333333 2.733333333 phone TV 2.933333333 3.1 2.8 REC 2.733333333 3 2.533333333 Grand Total 2.806666667 2.893333333 2.626666667

29. Questions?