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Measuring Customer Satisfaction
A call center tracked performance metrics over a period of time to
identify if there was a relationship between call time, first call
resolution, and overall customer satisfaction. Below is the data:
| Quarter |
Average Hold Time |
Percentage of First Call Resolution |
Overall Customer Satisfaction |
| Q1 |
22 sec |
82% |
96% |
| Q2 |
34 sec |
80% |
92% |
| Q3 |
44 sec |
88% |
82% |
| Q5 |
67 sec |
85% |
90% |
| Q6 |
38 sec |
85% |
90% |
| Q7 |
70 sec |
76% |
80% |
Create six scatterplot graphs in Excel that show the relationship between the following variables:
- Quarter – Average hold time
- Quarter – Percent solved first time
- Quarter – Customer satisfaction
- Average hold time – Percent solved first time
- Average hold time – Customer satisfaction
- Percent solved first time – Customer satisfaction
Describe the implications of the relationships depicted in these graphs on the factors affecting overall customer satisfaction.
