Chapter 2.1, Problem 7E

Airline Customer Satisfaction Survey. Many airlines use surveys to collect data on customer satisfaction related to flight experiences. Completing a flight, customers receive an email asking them to rate a variety of factors, including the reservation process, the check-in process, luggage policy, cleanliness of gate area, service by flight attendants, food/beverage selection, on-time arrival, and so on. Suppose that a five-point scale, with Excellent (E), Very Good (V), Good (G), Fair (F), and Poor (P), is used to record customer ratings. Assume that passengers on a Delta Airlines flight from Myrtle Beach, South Carolina, to Atlanta, Georgia, provided the following ratings for the question, “Please rate the airline based on your overall experience with this flight.” The sample ratings are shown below.

1. a. Use a percent frequency distribution and a bar chart to summarize these data. What do these summaries indicate about the overall customer satisfaction with the Delta flight?
2. b. The online survey questionnaire enabled respondents to explain any aspect of the flight that failed to meet expectations. Would this be helpful information to a manager looking for ways to improve the overall customer satisfaction on Delta flights? Explain.