Question

1. Among other things, the Container Store has grown and flourished because of strong customer relationships, which include listening to customer needs, containing products that meet customer needs, having salespeople who understand both customer needs and the products, and creating a store environment that is customer friendly both in layout and in culture. Suppose company management wants to formally measure customer satisfaction at least once a year and develops a brief survey that includes the following four questions. Suppose that the survey was administered to 115 customers with the following results. Use techniques presented in this chapter to analyze the data to estimate the population responses to these questions.

QUESTION	YES	NO
1. Compared to most other stores that you shop in, is the Container Store more customer friendly?	73	42
2. Most of the time, this store has the number and type of home or office storage solution that I need.	81	34
3. The salespeople at this store appear the be particularly knowledgeable of their products.	88	27
4. Store hours are particularly convenient for me.	66	49

2. The Container Store is well known as a great company to work for. In addition, company management states that their employee is their number one stakeholder. Suppose in spite of their history as an employee-friendly company, management wants to measure employee satisfaction this year to determine if they are maintaining this culture. A researcher is hired by the company who randomly selects 21 employees and asks them to complete a satisfaction survey under the supervision of an independent testing organization. As part of this survey, employees are asked to respond to questions by providing a score of from 0 to 50 along a continuous scale, where 0 denotes no satisfaction and 50 denotes the utmost satisfaction. Assume that the data are normally distributed in the population. The questions and the results of the survey are shown below. Analyze the results by using techniques from this chapter. Discuss your findings.

QUESTION	MEAN	STANDARD DEVIATION
1. Are you treated fairly by the company as an employee?	42.4	5.2
2. Has the company given you the training that you need to do the job adequately?	44.9	3.1
3. Does management seriously consider your input in making decisions about the store?	38.7	7.5
4. Is your physical work environment acceptable?	35.6	9.2
5. Is the compensation for your work adequate and fair?	34.5	12.4
6. Overall, do you feel that company management really cares about you as a person?	41.8	6.3

Answer 1