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Customer Satisfaction

Again we were lucky since the data was already being collected, compiled, and analyzed for us. As mentioned, we had to decide which view of the data worked best. Basically we had to determine the measure to build from the data.

The department had been reporting this measure for a long time, but only as an average on the 5-point Likert scale. Our leadership wondered what to make of the average grade—how to interpret it. Being problem solvers, they didn't leave the solution to the department—instead they asked for benchmarks to compare the average to. They reasoned if they were better than the “national average” or the average of their competitors, they were doing well. In reality this would only tell them that they were doing better than the average. They could claim to be in the top half. If we were really lucky, we'd find the following:


  

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