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After reading the case carefully, consider the goals of Paul Conforti. One
objective of using Survey on the Spot was to “assess and improve customer
satisfaction.” With this in mind, please answer the questions that follow.
Where relevant, please include your SPSS output.
1. In her analysis of the data from Survey on the Spot, Felicity Klass focuses
a great deal on analyses pertaining to Net Promoter Score (she discusses
how this is calculated in her Analysis Report). In your opinion, what are
some weaknesses to relying solely on analyzing the Net Promoter Score (2
– 3 sentences).
3. Test if the three variables mentioned above might be suitable for factor
analysis. Are they? How do you know?
6. Knowing what you know about survey design, what are some possible
issues with how frequency-of-visit (question 2) was measured? Given the
way it was measured, and how responses on this question were
distributed (see Felicity Klass analysis) what are our options for how we
can analyze this variable? (3 – 4 sentences; no actual analysis required).
Please submit a single Microsoft Word document single spaced, using 12-
point font and 1” margins. Where statistical analysis is required, please paste
copies or screen grabs of the relevant statistical output into the Word
document to support your conclusions.
The filename for the Word document should be your full name (as designated
by the registrar), your section number, and the assignment designation using
underscores as separators.
Example: KellyGoldsmith_1_Assignment2.docx