Figure 1.1: Customer Satisfaction and Profitability
| CUSTOMER SATISFACTION | Extremely Dissatisfied | Very Dissatisfied | Somewhat Dissatisfied | Neither Satisfied nor Dissatisfied | Somewhat Satisfied | Very Satisfied | Extremely Satisfied | TOTAL |
|---|---|---|---|---|---|---|---|---|
| Scale Score | 1 | 2 | 3 | 4 | 5 | 6 | 7 | 3.6 |
| Sample Percent | 5% | 10% | 35% | 35% | 5% | 5% | 5% | 100% |
| Customer Profit | ($1,563) | ($2,800) | ($8,750) | ($3,150) | $750 | $5,000 | $5,850 | ($4,662.50) |
CUSTOMER SATISFACTION INDEX:
Instruction: Click on Customer Satisfaction Index in the yellow cell and observe changes in the distribution of customer satisfaction and customer profit.