Customer Survey Exereise ead Office has sent you a summary of the most recent mo

Question

Customer Survey Exereise ead Office has sent you a summary of the most recent monthly Customer Survey: 100 Customer Survey Satisfied Neutral DissatisfiedDissatisfied Total Service 32 15 15 25 41008 100 100 35 17 Branch Facilities ements/M DOC 20 20 40 Lending Officers Mutual Funds Tel 27 38 10 100 9898 phone 25 Please: 1. Propose a Scoring System to enable these results to be statistically analysed; 2. Apply your Scoring System to the data in the table to identify the weighted mean score for 532lAy each category; 3. Identify the two weakest areas of performance from your analysis and suggest what you could do to improve matters.

Explanation / Answer

1) We can caculate the weights of each result of the survey to assist us with statistical inference . Depicted as under Customer service Weight Weighted Mean Supervisors Weight Weighted Mean Branch facilities Weight Weighted Mean Very Satisfied 15 0.15 2.25 15 0.15 2.25 25 0.25 6.25 Satisfied 28 0.28 7.84 35 0.35 12.25 40 0.4 16 Neutral 32 0.32 10.24 29 0.29 8.41 25 0.25 6.25 Dissatisfied 20 0.2 4 17 0.17 2.89 9 0.09 0.81 Very Dissatisfied 5 0.05 0.25 4 0.04 0.16 1 0.01 0.01 Total 100 1 24.58 100 1 25.96 100 1 29.32 Statements/Mailed Docs Weight Weighted Mean Lending officers Weight Weighted Mean Mutual Funds Weight Weighted Mean Very Satisfied 40 0.4 16 27 0.27 7.29 20 0.2 4 Satisfied 35 0.35 12.25 38 0.38 14.44 30 0.3 9 Neutral 20 0.2 4 20 0.2 4 40 0.4 16 Dissatisfied 4 0.04 0.16 10 0.1 1 7 0.07 0.49 Very Dissatisfied 1 0.01 0.01 5 0.05 0.25 3 0.03 0.09 Total 100 1 32.42 100 1 26.98 100 1 29.58 Telephone Service Weight Weighted Mean Very Satisfied 25 0.25 6.25 Satisfied 36 0.36 12.96 Neutral 29 0.29 8.41 Dissatisfied 8 0.08 0.64 Very Dissatisfied 2 0.02 0.04 Total 100 1 28.3 2) As shown above , the weighted mean of each category are 24.58,25.96,29.32,32.42,26.98,29.58 and 28.3 3) The two worst categories are customer service and supervisors as they have 25% and 21% customers in either dissatisfied or very dissatisfied category.You may conduct another customer survey to acertain the reasons for dissatisfaction and take corrective actions

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