Problem 3-06
Versele Sporting Goods
Months
Survey attribute 12345678910 11 12
1. Friendliness of employees 6.9 6.2 5.4 5.5 6.0 5.2 6.8 6.5 4.9 4.1 5.0 6.6
2. Knowledge of products 6.9 6.6 6.2 5.4 4.8 6.3 5.7 6.8 6.7 6.5 5.8 5.9
3. Helpfulness in selecting the right product 5.4 4.9 5.0 6.8 4.4 6.7 5.2 4.7 3.6 4.4 6.2 5.2
9. Willingness to recommend to others 6.6 5.8 5.9 5.3 4.6 5.8 6.0 5.0 5.7 6.5 5.3 6.0
0.0
1.0
8.0
12345678910 11 12
Months
Employee Atributes
0.0
8.0
1 2 3 4 5 6 7 8 9 10 11 12
Months
Product and Store Characteristics
0.0
1.0
12345678910 11 12
Satisfaction and Referral Ratings
Months
Customer Satisfaction and Referrals