Using Statistics To Improve Satisfaction

Abstract:Choosing which attributes to improve from customer survey data maximizes the use of resources and increases the chances of positive returns on your efforts. The Kruskal-Wallis one-way analysis of variance by ranks helps focus attention on what needs most improvement. In satisfaction data, distribution data is rarely normal. The Kruskal-Wallis test provides a way to evaluate ordinal data in more depth and draw statistical interpretations from the results. The process can be used with any quality improvement program. It provides a statistical basis to discriminate between attributes that need attention and those that will not result in measurable increases in customer satisfaction even if they are …

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