Until their profitability was threatened by competition from Japan and Europe in the 1970s, most U.S. firms paid relatively little attention to customer satisfaction. Today, customer satisfaction and loyalty are valued and monitored by all world-class organizations. But are satisfied customers necessarily loyal customers? Harte-Hanks Market Research surveyed customers of department stores and banks and published the results (shown on p. 33) in American Demographics (Aug. 1999).

a. Construct a relative frequency bar chart for each of the data sets.

b. Could these data have been described using pie charts? Explain.

c. Do the data indicate that customers who are totally satisfied are very loyal? Explain.