Describe the implications of the relationships depicted in these graphs on the factors affecting overall customer satisfaction.

Describe the implications of the relationships depicted in these graphs on the factors affecting overall customer satisfaction.

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.


Price: £ 45

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