=+The head of the Snappy Pizza chain is worried that this perceived win–win situation may encourage a complacent attitude in store managers with respect to on-time deliveries. While short-run profits are still earned with late deliveries, repeated late deliveries could lead to annoyance on the part of customers and eventually to a loss of customers. Therefore, Snappy Pizza’s company headquarters has decided to gather information about late deliveries and customer satisfaction. It has developed a survey that asks delivery customers to rate their satisfaction based on three attributes: delivery service, value for money and overall satisfaction with Snappy Pizza. Responses can range from 1 to 5, where 1 is ‘awful’ and 5 is ‘excellent’. The following responses were gathered from stores in a single city: