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hi,
The attached table shows a method to calculate the CSI (Customer Satisfaction Index). The original survey was based on 3point Likert scale: satisfied, neutral and dissatisfied. The results were coded as 1, 0 and 1 respectively.
I've assigned weights for the factors. Speed = 40%, Quality = 40% and Courtesy = 20%. Is this method accurate?
Is there other way to assign weight based on statistical procedure? The survey did not include overall score question nor a questions for importance rating.
Thanks for your help
The attached table shows a method to calculate the CSI (Customer Satisfaction Index). The original survey was based on 3point Likert scale: satisfied, neutral and dissatisfied. The results were coded as 1, 0 and 1 respectively.
I've assigned weights for the factors. Speed = 40%, Quality = 40% and Courtesy = 20%. Is this method accurate?
Is there other way to assign weight based on statistical procedure? The survey did not include overall score question nor a questions for importance rating.
Thanks for your help
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