Answer Happy

A producer of​ computer-aided design software for the
aerospace industry receives numerous calls for technical support.
Tracking software is used to monitor response and resolution times.
In​ addition, the company surveys customers who request
support using the​ scale: 0–Did not
meet​ expectations, 1–Marginally met​ expectations, 2–Met ​expectations,3–Exceeded ​expectations, 4–Greatlyexceeded
expectations. The questions are​ Q1: Did the support
representative explain the process for resolving
your​ problem? Q2: Did the support representative keep you
informed about the status of progress in resolving
your​ problem? Q3: Was the support representative courteous
and​ professional? Q4: Was your problem​ resolved? Q5:
Was your problem resolved in an acceptable amount of​ time?
Q6:​ Overall, how did you find the service provided by our
technical support​ department? A final question asks the
customer to rate the overall quality of the product using
a​ scale:0–very ​poor, 1–​poor, 2–​good, 3–very good, 4–excellent. A
sample of survey responses and associated resolution and response
data are provided in the accompanying Customer Support Survey data.
Use whatever Excel tools you deem appropriate to analyze these
sample data and write a report to the manager explaining your
findings and conclusions.
The means for the ratio​ variable, Q1,​ Q2,
Q3,​ Q4, Q5,​ Q6, and Software are between Type
your answer here and Type your answer
here.
​(Use ascending order. Round to two decimal places
as​ needed.)
The ratings are positively skewed or negatively
skewed or symmetrical. So most of the responses
are equal to or higher than or less
than the mean.
1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 Q1 A 2 2 2 3 3 4 2 4 3 3 2 4 4 4 1 4 3 2 3 4 3 4 4 3 3 3 4 3 3 3 Q2 B 2 2 2 3 3 4 2 4 3 3 2 4 4 4 1 4 3 4 4 4 3 4 3 3 2 3 4 4 3 3 Q3 C 4 2 3 3 3 4 3 4 4 4 3 4 4 4 1 4 4 4 4 4 3 4 4 3 0 3 4 4 4 3 Q4 D 2 2 3 3 3 4 3 4 2 3 1 4 4 4 1 4 3 2 4 4 3 4 4 3 2 3 4 3 4 3 Q5 E 2 2 3 3 3 4 4 4 3 4 3 4 4 4 1 4 3 3 4 4 3 4 3 3 2 3 4 3 1 4 Q6 F G Software 3 1 2 3 3 4 3 4 3 4 1 4 4 4 1 4 3 2 4 4 3 4 3 3 2 3 4 3 2 3 2 2 3 2 3 4 3 3 4 4 2 4 1 3 4 3 2 4 4 3 3 3 3 3 2 3 2 3 3 H Service Index 2.667 2 2.333 3 3 4 2.333 4 3.333 3.333 2.333 4 4 4 1 4 3.333 3.333 3.667 4 3 4 3.667 3 1.667 3 4 3.667 3.333 3 J Resolution Time (Days) 2.333 1.667 2.667 3 3 4 3.333 4 2.667 3.667 1.667 4 4 4 1 4 3 2.333 4 4 3 4 3.333 3 2 3 4 3 2.333 3.333 I Engineer Index K Response Time (min) 0.24 0.03 0.01 0.03 7.08 0.03 0.03 0.96 0.65 0.01 0.03 6.16 0.05 6.98 48.92 8.63 1.17 1.06 5.35 23.24 0.02 71.68 2.43 2.96 0.36 0.21 0.1 0.05 24.31 0.91 15 21 8 25 25 13 25 2 22 11 31 29 19 27 2 19 39 20 17 24 13 118 28 11 20 2 61 21 11 13