Question

Table 6.6 Fan Satisfaction Survey Results (250 Respondents)
(Numbers in table are the number of respondents giving a particular grade.)
Questionnaire Item		OVERALL GRADE
		A	B	C	D	F	Total
Game Day	Parking	90	105	45	5	5	250
	Traffic	50	85	48	52	15	250
	Seating	45	30	115	35	25	250
	Entertainment	160	35	26	10	19	250
	Printed Program	66	34	98	22	30	250
Tickets	Pricing	105	104	16	15	10	250
	Season Ticket Plans	75	80	54	41	0	250
Concessions	Prices	16	116	58	58	2	250
	Selection of Foods	155	60	24	11	0	250
	Speed of Service	35	45	46	48	76	250
Respondent Type
Alumnus	113
Student	83
FacultyStaff	16
None of the above	38
TOTAL	250

Open-Ended Comments on Survey Cards:
Parking a mess	More hot dog stands	Put in bigger seats	My company will buy a skybox—build it!
Add a skybox	Seats are all metal	Friendly ushers	Programs overpriced
Get better cheerleaders	Need skyboxes	Need better seats	Want softer seats
Double the parking attendants	Seats stink	Expand parking lots	Beat those Bonnets!
Everything is okay	Go Bells!	Hate the bleacher seats	I’ll pay for a skybox
Too crowded	Lines are awful	Hot dogs cold	Seats too small
Seats too narrow	Seats are uncomfortable	$3 for a coffee? No way!	Band was terrific
Great food	I will pay more for better view	Get some skyboxes	Love Nick Peterson
Nick Peterson for President!	Get a new stadium	Love the new uniforms	Everything is great
I smelled drugs being smoked	Student dress code needed	Took an hour to park	Build new stadium
Stadium is ancient	I want cushioned seats	Coach is terrific	Move games to Austin
Seats are like rocks	Not enough police	More water fountains	No complaints
Not enough cops for traffic	Students too rowdy	Better seats	Dirty bathroom
Game starts too late	Parking terrible	Seats not comfy
Hire more traffic cops	Toilets weren’t clean	Bigger parking lot
Need new band	Not enough handicap spots in lot	I’m too old for bench seats
Great!	Well done, Bells	Cold coffee served at game

The popularity of Bluebell College’s football program under its new coach Nick Petersen has

surged in each of the 5 years since his arrival at the college. With a football stadium close to

maxing out at 54,000 seats and a vocal coach pushing for a new stadium, president Bill Webster

faces some difficult decisions. After a phenomenal upset victory over its archrival, Bluebonnet

College, at the homecoming game in the fall, Dr. Webster was not as happy as one would think.

Instead of ecstatic alumni, students, and faculty, all Webster heard were complaints. “The lines

at the concession stands were too long”; “Parking was harder to find and farther away than in

the old days” (that is, before the team won regularly); “Seats weren’t comfortable”; “Traffic

was backed up halfway to Houston”; and on and on. “A college president just can’t win,”

muttered Webster to himself.

At his staff meeting the following Monday, Webster turned to his VP of administration, Grace

Marquez. “I wish you would take care of these football complaints, Grace,” he said. “See what

the real problems are and let me know how you’ve resolved them.” Marquez wasn’t surprised

at the request. “I’ve already got a handle on it, Bill,” she replied. “We’ve been randomly

surveying 50 fans per game for the past year to see what’s on their minds. It’s all part of my

campus-wide TQM effort. Let me tally things up and get back to you in a week.”

When she returned to her office, Marquez pulled out the file her assistant had compiled (See Excel file BlueBell Survey Data.xlsx. “There’s a lot of information here,” she thought.

What you have to do:

The BlueBell Survey Data file consists of two kinds of information. First, tallies of grades given

by respondents to various aspects of game-related issues. Second, comments provided by the

people who responded to the surveys.

A. Analyze the ratings given to various game-related issues. According to these ratings,

what issues are respondents happy with? What are they unhappy with? Summarize

this data using some simple charts. Charts should clearly indicate which problems are

the most severe. For examples of these charts, see the Tools of TQM in the chapter on

Managing Quality.

B. Analyze the open-ended comments provided by the respondents. Categorize these

comments. Show the results of this analysis in an appropriate chart. What are the

issues that respondents are unhappy with? Which ones are the most important?

(An Excel file with all analysis and charts. Keep all formulas. Format charts

appropriately. In your Excel file clearly provide answers to the questions asked in A and

B.)

Answer 1

Excel sheets

Questionnaire Item		OVERALL GRADE
		A	B	C	D	F	Total
Game Day	Parking	90	105	45	5	5	250
	Traffic	50	85	48	52	15	250
	Seating	45	30	115	35	25	250
	Entertainment	160	35	26	10	19	250
	Printed Program	66	34	98	22	30	250
Tickets	Pricing	105	104	16	15	10	250
	Season Ticket Plans	75	80	54	41	0	250
Concessions	Prices	16	116	58	58	2	250
	Selection of Foods	155	60	24	11	0	250
	Speed of Service	35	45	46	48	76	250

Respondent Type		Percentage	A	B	C	D	F
Alumnus	113	0.452	36.0244	31.3688	23.956	13.4244	8.2264
Student	83	0.332	26.4604	23.0408	17.596	9.8604	6.0424
FacultyStaff	16	0.064	5.1008	4.4416	3.392	1.9008	1.1648
None of the above	38	0.152	12.1144	10.5488	8.056	4.5144	2.7664
TOTAL	250

Category wise analysis

Alumni

Questionnaire Item		OVERALL GRADE
		A	B	C	D	F	Total
Game Day	Parking	40.68	47.46	20.34	2.26	2.26	113
	Traffic	22.6	38.42	21.696	23.504	6.78	113
	Seating	20.34	13.56	51.98	15.82	11.3	113
	Entertainment	72.32	15.82	11.752	4.52	8.588	113
	Printed Program	29.832	15.368	44.296	9.944	13.56	113
Tickets	Pricing	47.46	47.008	7.232	6.78	4.52	113
	Season Ticket Plans	33.9	36.16	24.408	18.532	0	113
Concessions	Prices	7.232	52.432	26.216	26.216	0.904	113
	Selection of Foods	70.06	27.12	10.848	4.972	0	113
	Speed of Service	15.82	20.34	20.792	21.696	34.352	113
		36.0244	31.3688	23.956	13.4244	8.2264

Students

Questionnaire Item		OVERALL GRADE
		A	B	C	D	F	Total
Game Day	Parking	29.88	34.86	14.94	1.66	1.66	83
	Traffic	16.6	28.22	15.936	17.264	4.98	83
	Seating	14.94	9.96	38.18	11.62	8.3	83
	Entertainment	53.12	11.62	8.632	3.32	6.308	83
	Printed Program	21.912	11.288	32.536	7.304	9.96	83
Tickets	Pricing	34.86	34.528	5.312	4.98	3.32	83
	Season Ticket Plans	24.9	26.56	17.928	13.612	0	83
Concessions	Prices	5.312	38.512	19.256	19.256	0.664	83
	Selection of Foods	51.46	19.92	7.968	3.652	0	83
	Speed of Service	11.62	14.94	15.272	15.936	25.232	83
		26.4604	23.0408	17.596	9.8604	6.0424

Faculty Staffs
Questionnaire Item		OVERALL GRADE
		A	B	C	D	F	Total
Game Day	Parking	5.76	6.72	2.88	0.32	0.32	16
	Traffic	3.2	5.44	3.072	3.328	0.96	16
	Seating	2.88	1.92	7.36	2.24	1.6	16
	Entertainment	10.24	2.24	1.664	0.64	1.216	16
	Printed Program	4.224	2.176	6.272	1.408	1.92	16
Tickets	Pricing	6.72	6.656	1.024	0.96	0.64	16
	Season Ticket Plans	4.8	5.12	3.456	2.624	0	16
Concessions	Prices	1.024	7.424	3.712	3.712	0.128	16
	Selection of Foods	9.92	3.84	1.536	0.704	0	16
	Speed of Service	2.24	2.88	2.944	3.072	4.864	16
		5.1008	4.4416	3.392	1.9008	1.1648

None
Questionnaire Item		OVERALL GRADE
		A	B	C	D	F	Total
Game Day	Parking	13.68	15.96	6.84	0.76	0.76	38
	Traffic	7.6	12.92	7.296	7.904	2.28	38
	Seating	6.84	4.56	17.48	5.32	3.8	38
	Entertainment	24.32	5.32	3.952	1.52	2.888	38
	Printed Program	10.032	5.168	14.896	3.344	4.56	38
Tickets	Pricing	15.96	15.808	2.432	2.28	1.52	38
	Season Ticket Plans	11.4	12.16	8.208	6.232	0	38
Concessions	Prices	2.432	17.632	8.816	8.816	0.304	38
	Selection of Foods	23.56	9.12	3.648	1.672	0	38
	Speed of Service	5.32	6.84	6.992	7.296	11.552	38
		12.1144	10.5488	8.056	4.5144	2.7664

Percentage analysis of ratings

Questionnaire Item		OVERALL GRADE
		A	B	C	D	F	Total
Game Day	Parking	36	42	18	2	2	100
	Traffic	20	34	19.2	20.8	6	100
	Seating	18	12	46	14	10	100
	Entertainment	64	14	10.4	4	7.6	100
	Printed Program	26.4	13.6	39.2	8.8	12	100
Tickets	Pricing	42	41.6	6.4	6	4	100
	Season Ticket Plans	30	32	21.6	16.4	0	100
Concessions	Prices	6.4	46.4	23.2	23.2	0.8	100
	Selection of Foods	62	24	9.6	4.4	0	100
	Speed of Service	14	18	18.4	19.2	30.4	100

Formula

Questionnaire Item		OVERALL GRADE
		A	B	C	D	F	Total
Game Day	Parking	=C3/$H$3*100	=D3/$H$3*100	=E3/$H$3*100	=F3/$H$3*100	=G3/$H$3*100	=SUM(L3:P3)
	Traffic	=C4/$H$3*100	=D4/$H$3*100	=E4/$H$3*100	=F4/$H$3*100	=G4/$H$3*100	=SUM(L4:P4)
	Seating	=C5/$H$3*100	=D5/$H$3*100	=E5/$H$3*100	=F5/$H$3*100	=G5/$H$3*100	=SUM(L5:P5)
	Entertainment	=C6/$H$3*100	=D6/$H$3*100	=E6/$H$3*100	=F6/$H$3*100	=G6/$H$3*100	=SUM(L6:P6)
	Printed Program	=C7/$H$3*100	=D7/$H$3*100	=E7/$H$3*100	=F7/$H$3*100	=G7/$H$3*100	=SUM(L7:P7)
Tickets	Pricing	=C8/$H$3*100	=D8/$H$3*100	=E8/$H$3*100	=F8/$H$3*100	=G8/$H$3*100	=SUM(L8:P8)
	Season Ticket Plans	=C9/$H$3*100	=D9/$H$3*100	=E9/$H$3*100	=F9/$H$3*100	=G9/$H$3*100	=SUM(L9:P9)
Concessions	Prices	=C10/$H$3*100	=D10/$H$3*100	=E10/$H$3*100	=F10/$H$3*100	=G10/$H$3*100	=SUM(L10:P10)
	Selection of Foods	=C11/$H$3*100	=D11/$H$3*100	=E11/$H$3*100	=F11/$H$3*100	=G11/$H$3*100	=SUM(L11:P11)
	Speed of Service	=C12/$H$3*100	=D12/$H$3*100	=E12/$H$3*100	=F12/$H$3*100	=G12/$H$3*100	=SUM(L12:P12)

chart

Here I am assuming A is for excellent and F is for poor as you have not mentioned anything related to the legends

Results of analysis

Customers are happy with the food selection as it is having highest A in column

And they are most unhappy with the food service speed as it is having highest F

If we go by category of our survey we can conclude

Alumni are having highest percentage contribution in our survey i.e.45% and their A rating is 36% which is good and for students, it is 26% overall

s we can see from our chart it is the food category having highest F we need to focus on the food service in our stadium.

N: B Excel files are not attachable only we can show you the formula of calculation as shown above

2.

	Kywords	Count	Total
Parking a mess	seats	7	14
Add a skybox	Seats	7
Get better cheerleaders	Parking	2	9
Double the parking attendants	parking	3
Everything is okay	park	4
Too crowded	Dirty	1
Seats too narrow	great	1	3
Great food	Great	2
Nick Peterson for President!	skyboxes	2
I smelled drugs being smoked
Stadium is ancient
Seats are like rocks
Not enough cops for traffic
Game starts too late
Hire more traffic cops
Need new band
Great!
More hot dog stands
Seats are all metal
Need skyboxes
Seats stink
Go Bells!
Lines are awful
Seats are uncomfortable
I will pay more for better view
Get a new stadium
Student dress code needed
I want cushioned seats
Not enough police
Students too rowdy
Parking terrible
Toilets weren’t clean
Not enough handicap spots in lot
Well done, Bells
Put in bigger seats
Friendly ushers
Need better seats
Expand parking lots
Hate the bleacher seats
Hot dogs cold
$3 for a coffee? No way!
Get some skyboxes
Love the new uniforms
Took an hour to park
Coach is terrific
More water fountains
Better seats
Seats not comfy
Bigger parking lot
I’m too old for bench seats
Cold coffee served at game
My company will buy a skybox—build it!
Programs overpriced
Want softer seats
Beat those Bonnets!
I’ll pay for a skybox
Seats too small
Band was terrific
Love Nick Peterson
Everything is great
Build new stadium
Move games to Austin
No complaints
Dirty bathroom

Formula

	Kywords	Count	Total
Parking a mess	seats	=SUMPRODUCT((LEN($A$2:$A$65)-LEN(SUBSTITUTE($A$2:$A$65,B2,"")))/LEN(B2))	=C2+C3
Add a skybox	Seats	=SUMPRODUCT((LEN($A$2:$A$65)-LEN(SUBSTITUTE($A$2:$A$65,B3,"")))/LEN(B3))
Get better cheerleaders	Parking	=SUMPRODUCT((LEN($A$2:$A$65)-LEN(SUBSTITUTE($A$2:$A$65,B4,"")))/LEN(B4))	=SUM(C4:C6)
Double the parking attendants	parking	=SUMPRODUCT((LEN($A$2:$A$65)-LEN(SUBSTITUTE($A$2:$A$65,B5,"")))/LEN(B5))
Everything is okay	park	=SUMPRODUCT((LEN($A$2:$A$65)-LEN(SUBSTITUTE($A$2:$A$65,B6,"")))/LEN(B6))
Too crowded	Dirty	=SUMPRODUCT((LEN($A$2:$A$65)-LEN(SUBSTITUTE($A$2:$A$65,B7,"")))/LEN(B7))
Seats too narrow	great	=SUMPRODUCT((LEN($A$2:$A$65)-LEN(SUBSTITUTE($A$2:$A$65,B8,"")))/LEN(B8))	=C9+C8
Great food	Great	=SUMPRODUCT((LEN($A$2:$A$65)-LEN(SUBSTITUTE($A$2:$A$65,B9,"")))/LEN(B9))
Nick Peterson for President!	skyboxes	=SUMPRODUCT((LEN($A$2:$A$65)-LEN(SUBSTITUTE($A$2:$A$65,B10,"")))/LEN(B10))
I smelled drugs being smoked
Stadium is ancient
Seats are like rocks
Not enough cops for traffic
Game starts too late
Hire more traffic cops
Need new band
Great!
More hot dog stands
Seats are all metal
Need skyboxes
Seats stink
Go Bells!
Lines are awful
Seats are uncomfortable
I will pay more for better view
Get a new stadium
Student dress code needed
I want cushioned seats
Not enough police
Students too rowdy
Parking terrible
Toilets weren’t clean
Not enough handicap spots in lot
Well done, Bells
Put in bigger seats
Friendly ushers
Need better seats
Expand parking lots
Hate the bleacher seats
Hot dogs cold
$3 for a coffee? No way!
Get some skyboxes
Love the new uniforms
Took an hour to park
Coach is terrific
More water fountains
Better seats
Seats not comfy
Bigger parking lot
I’m too old for bench seats
Cold coffee served at game
My company will buy a skybox—build it!
Programs overpriced
Want softer seats
Beat those Bonnets!
I’ll pay for a skybox
Seats too small
Band was terrific
Love Nick Peterson
Everything is great
Build new stadium
Move games to Austin
No complaints
Dirty bathroom

we can see the maximum complaints is regarding seats