Chi-Square Test for Association for Increase Customer Satisfaction

Use Chi-Square Test for Association to demonstrate that the proportion of positive multiple choice survey responses increases after a process improvement.

This example applies to the Customer Contact Center Module. For more information, go to www.minitab.com/customer-contact-center-module.

Example

A multiple choice survey question is one where the response can take on three or more categorical outcomes.

In this worksheet, Response Before are the survey responses before a process improvement. Response After are the survey responses after a process improvement.

C1-T	C2-T
`Response Before`	`Response After`
Phone	Chat
Phone	Phone
Email	Chat
Chat	Chat

How-to

Choose Solutions Modules > Functions > Customer Contact Center KPIs, then select Launch.
Under Customer Satisfaction, select Multiple choice survey.
Select Predict multiple choice survey responses, then click OK.
Select Chi-Square Test for Association, then click OK.
In Rows, enter the column that contains the categories that define the rows of the table.
In Columns, enter the column that contains the categories that define the columns of the table.
Click OK.

Tip

For more information about this analysis, click Help in the main dialog box.