Discussion-support representative courteous and professional

Question

Discussion:

Tracking Software for Company Surveys

Q: 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 following scale:

0 -- Did not exceed exceptions

1 -- Marginally met exceptions

2 -- Met exceptions

3 -- Exceeded exceptions

4 -- Greatly exceeded exceptions

The questions are as follows:

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 this 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

a. Construct frequency distributions and histograms for the responses to each of these questions.

b. Compute the relative frequency and cumulative relative frequency for each of the distributions in part (a).

Ql	C2	Q3	Q4	Q5	Q6	Software	Service Index	Engineer Index	Resolution Time (Days)	Response Time (min)
3	2	0	2	2	2	3	1.667	2.000	0.36	20
2	2	2	2	2	2	2	2.000	2.000	7.99	12
2	2	3	2	2	2	2	2.333	2.000	0.04	15
3	3	4	4	1	2	3	3.333	2.333	24.31	11
3	3	4	2	3	3	4	3.333	2.667	0.65	22
2	2	2	2	2	2	2	2.000	2.000	0.07	6
3	3	4	3	3	3	3	3.333	3.000	1.17	39
4	4	4	4	4	4	4	4.000	4.000	8.63	19
4	4	4	4	4	4	4	4.000	4.000	1.16	12
3	3	3	3	3	3	3	3.000	3.000	0.02	13
3	3	3	3	4	3	3	3.000	3.333	0.91	13
3	2	3	3	4	4	3	2.667	3.667	0.06	19
4	4	4	4	4	4	4	4.000	4.000	0.15	47
4	4	4	4	4	4	4	4.000	4.000	23.24	24
4	4	4	4	4	4	1	4.000	4.000	0.05	19
3	4	4	4	4	4	4	3.667	4.000	5.35	17
2	2	2	2	2	2	3	2.000	2.000	0.03	13
2	2	3	3	3	2	3	2.333	2.667	0.01	8
2	2	3	3	3	3	3	2.333	3.000	0.05	33
3	4	4	3	3	3	2	3.667	3.000	0.05	21
4	3	4	4	3	3	3	3.667	3.333	2.43	28
4	4	4	4	4	4	4	4.000	4.000	0.03	13
1	1	1	1	1	1	3	1.000	1.000	48.92	2
3	3	3	3	3	3	2	3.000	3.000	0.03	25
3	3	3	3	3	3	3	3.000	3.000	7.08	25
2	2	2	2	0	1	2	2.000	1.000	0.89	48
2	2	2	2	3	2	2	2.000	2.333	0.01	12
4	4	4	4	4	4	3	4.000	4.000	71.68	118
4	4	4	4	4	4	4	4.000	4.000	6.98	27
3	3	3	3	3	3	3	3.000	3.000	2.96	11
2	2	2	2	2	1	2	2.000	1.667	0.03	21
4	4	4	3	3	4	4	4.000	3.333	0.01	5
4	4	4	4	4	4	3	4.000	4.000	5.96	33
4	4	4	4	4	4	4	4.000	4.000	6.16	29
4	4	4	4	4	4	3	4.000	4.000	0.96	2
2	2	3	3	4	3	3	2.333	3.333	0.03	25
4	4	4	4	4	4	3	4.000	4.000	0.1	61
2	2	2	2	2	2	2	2.000	2.000	0.05	15
3	3	4	3	4	4	4	3.333	3.667	0.01	11
4	4	4	4	4	4	4	4.000	4.000	0.02	2
2	2	3	1	3	1	2	2.333	1.667	0.03	31
2	4	4	2	3	2	2	3.333	2.333	1.06	20
3	3	3	3	3	3	2	3.000	3.000	0.21	2
2	2	4	2	2	3	2	2.667	2.333	0.24	15