3. Customer complaint data showed that within the last year, complaints by categ
ID: 2623651 • Letter: 3
Question
3. Customer complaint data showed that within the last year, complaints by category were as follows: publication subscribers, 1,174; advertisers, 423; telephone service customers, 4,411; and ISP customers 823. a) What percentage of customers (round to two decimal places)complained within the last year in each category? b) If the CRM software were able to reduce complaints by 50% each year over the next 2 years, how many complaints would there be by category at the end of that time period? And c) What would the number of complaints at the end of 2 years represent on a percentage basis?
Explanation / Answer
a.
Compute % of customers in each category by dividing the each category number of customers by total number of customers.
Percentage of publication subscriber = Number of publication subscriber / total number of subscriber = 1174 / 6831 = 17.19%
Thus, publication customer complaints are 17.19% of total number of customers.
Similarly compute for remaining as well and tabulate them as shown below:
b.
Compute number of complaints after year-2 by multiplying current number of complaints by square of 50% for each category, as shown below:
Number of complaint after year-2 for publication subscribers = 1174 * 50%^2 = 293.5
Thus, after year-2 there will be 293.5 complaints in publication subscribers' category.
Similarly compute for others and tabulate them as shown below:
c.
Compute % of customers in each category by dividing the each category number of customers by total number of customers.
Percentage of publication subscriber = Number of publication subscriber / total number of subscriber = 293.5 / 1707.75 = 17.19%
Thus, publication customer complaints are 17.19% of total number of customers.
Similarly compute for remaining as well and tabulate them as shown below:
% publication subscribers 1174 17.19% advertisers 423 6.19% telephone service customers 4411 64.57% ISP customers 823 12.05% Total number of customers 6831 100.00%Related Questions
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