Versailles Sporting Goods
Months
Survey attribute 12345678910 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
3. Helpfulness in selecting the right product 5.4 4.9 5.0 5.1 4.4 6.7 5.2 4.7 3.6 4.4 5.1 5.8
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
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
7. Ease of checkout 1.6 3.6 6.2 2.9 2.6 3.4 1.7 2.4 3.5 4.9 6.2 6.9
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 6.6 5.8 5.9 5.3 4.6 5.8 6.0 5.0 5.7 5.5 5.8 6.0
0.0
1.0
2.0
3.0
7.0
8.0
12345678910 11 12
Attribute Rating
Months
Employee Atributes
2. Knowledge of products
3. Helpfulness in selecting the
right product
0.0
1.0
6.0
7.0
8.0
1 2 3 4 5 6 7 8 9 10 11 12
Months
Product and Store Characteristics
0.0
1.0
2.0
3.0
7.0
12345678910 11 12
Satisfaction and Referral Ratings
Months
Customer Satisfaction and Referrals
8. Overall customer satisfaction
9. Willingness to recommend to
others