The Canmark Research Center Airport Customer Satisfaction Survey uses an online questionnaire to provide airlines and airports with customer satisfaction ratings for all aspects of the customers' flight experience. After completing a flight, customers receive an email asking them to go to the website and rate a variety of factors, including the reservation process, the check-in process, luggage policy, cleanliness of gate area, service by flight attendants, food/beverage selection, on-time arrival, and so on. A five-point scale, with Excellent (E), Very Good (V), Good (G), Fair (F), and Poor (P), is used to record the customer ratings for each survey question. Assume that passengers on a Delta Airlines flight from Myrtle Beach, South Carolina, to Atlanta, Georgia, provided the following ratings for the question, "Please rate the airline based on your overall experience with this flight." The sample ratings are shown below. V E G V V E V V V E E G V E E V E E E V V V V F V E V E G E G E V E V E V V V V E E V V E P E V P V a. Use a percent frequency distribution and the following bar charts: 1. Customer Rating 2. Customer Rating 3. Customer Rating 4. Customer Rating Select the correct bar chart.- Select your answer -Bar chart 1Bar chart 2Bar chart 3Bar chart 4Item 1 To summarize the above data. Rating Frequency Percent Frequency Excellent Very Good Good Fair Poor Total What do these summaries indicate about the overall customer satisfaction with the Delta flight? % of customers are satisfied with the Delta flight at either a good, very good, or excellent rating. Only % of customers rated the Delta flight Fair or Poor. b. The online survey questionnaire enabled respondents to explain any aspect of the flight that failed to meet expectations. Would this be helpful information to a manager looking for ways to improve the overall customer satisfaction on Delta flights? Explain. Allowing survey respondents to explain their 5-point scale responses would provide helpful information to managers looking for ways to improve customer satisfaction on Delta flights. The % respondents indicating that the flight failed to meet expectations would have the opportunity to provide detailed information about their expectations.
The Canmark Research Center Airport Customer Satisfaction Survey uses an online questionnaire to provide airlines and airports with customer satisfaction ratings for all aspects of the customers' flight experience. After completing a flight, customers receive an email asking them to go to the website and rate a variety of factors, including the reservation process, the check-in process, luggage policy, cleanliness of gate area, service by flight attendants, food/beverage selection, on-time arrival, and so on. A five-point scale, with Excellent (E), Very Good (V), Good (G), Fair (F), and Poor (P), is used to record the customer ratings for each survey question. Assume that passengers on a Delta Airlines flight from Myrtle Beach, South Carolina, to Atlanta, Georgia, provided the following ratings for the question, "Please rate the airline based on your overall experience with this flight." The sample ratings are shown below.
| V | E | G | V | V | E | V | V | V | E |
| E | G | V | E | E | V | E | E | E | V |
| V | V | V | F | V | E | V | E | G | E |
| G | E | V | E | V | E | V | V | V | V |
| E | E | V | V | E | P | E | V | P | V |
a. Use a percent frequency distribution and the following bar charts:
1.
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2.
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3.
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4.
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Select the correct bar chart.
- Select your answer -Bar chart 1Bar chart 2Bar chart 3Bar chart 4Item 1
To summarize the above data.
| Rating | Frequency | Percent Frequency |
| Excellent | ||
| Very Good | ||
| Good | ||
| Fair | ||
| Poor | ||
| Total |
What do these summaries indicate about the overall customer satisfaction with the Delta flight?
% of customers are satisfied with the Delta flight at either a good, very good, or excellent rating. Only % of customers rated the Delta flight Fair or Poor.
b. The online survey questionnaire enabled respondents to explain any aspect of the flight that failed to meet expectations. Would this be helpful information to a manager looking for ways to improve the overall customer satisfaction on Delta flights? Explain.
Allowing survey respondents to explain their 5-point scale responses would provide helpful information to managers looking for ways to improve customer satisfaction on Delta flights. The % respondents indicating that the flight failed to meet expectations would have the opportunity to provide detailed information about their expectations.
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