Versailles Sporting Goods
Months
Survey attribute 1 2 3 4 5 6 7 8 9 10 11 12
1. Friendliness of employees 6.9 6.2 5.4 5.5 6.0 5.9 6.8 6.5 4.9 4.1 5.0 5.4
2. Knowledge of products 7.0 6.3 5.4 4.8 5.8 6.3 6.0 6.8 6.7 6.5 6.0 5.9
5. Product availability 3.1 3.0 5.1 3.3 2.9 3.1 4.4 3.8 3.1 4.5 4.7 5.1
6. Product quality 6.6 7.0 6.2 5.9 7.0 6.5 6.4 6.5 6.9 6.8 6.5 6.4
8. Overall customer satisfaction 5.4 5.9 6.0 5.8 4.8 5.7 5.5 5.7 5.6 6.4 6.2 6.5
9. Willingness to recommend to others
3. Helpfulness in selecting the right product
4. Store layout 3.7 5.0 4.3 4.9 3.2 4.6 4.1 4.7 3.9 4.5 5.1 6.2
0.0
1.0
2.0
3.0
6.0
7.0
8.0
1 2 3 4 5 6 7 8 9 10 11 12
Attribute Rating
Months
Employee Atributes
2. Knowledge of products
3. Helpfulness in selecting the
right product
0.0
4.0
5.0
6.0
7.0
8.0
1 2 3 4 5 6 7 8 9 10 11 12
Months
Product and Store Characteristics
4. Store layout