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Best Buy has been examining customer satisfaction with their Geek Squad service support. A random sample 3 75 customers in each of 15 stores around
Best Buy has been examining customer satisfaction with their Geek Squad service support. A random sample 375 customers in each of 15 stores around the Northeast to question them on whether or not they were satisfied with their Geek Squad service. The following data has been collected:
STORE | # DISSATISFIED CUSTOMERS | SAMPLE SIZE |
1 | 18 | 375 |
2 | 21 | 375 |
3 | 22 | 375 |
4 | 21 | 375 |
5 | 16 | 375 |
6 | 30 | 375 |
7 | 14 | 375 |
8 | 20 | 375 |
9 | 16 | 375 |
10 | 26 | 375 |
11 | 23 | 375 |
12 | 9 | 375 |
13 | 16 | 375 |
14 | 18 | 375 |
15 | 14 | 375 |
Copy the data into a new Excel worksheet labeled PROBLEM 3 and complete the following:
- Calculate the percent of customers sampled that were dissatisfied with their Geek Squad service.
- What type of control chart should be created to evaluate the data?
- Find the center line, UCL and LCL for a 95 percent confidence (use Z= 1.96) control chart.
- Is the process in control? What does this tell you about consistency of the Geek Squad across the stores? Which stores are an issue?
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