2-Sample t for Increase Customer Satisfaction

Use 2-Sample t to demonstrate that average survey responses increase 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 rating scale survey question is one where the response can take on many values, such as 1–10 or 1–100.

In this worksheet, Rating contains the survey responses. Process Change indicates whether the survey responses are before or after a process improvement.

C1	C2-T
`Rating`	`Process Change`
8	Before
6	Before
7	Before
4	Before
8	After
7	After

How-to

Choose Solutions Modules > Functions > Customer Contact Center KPIs, then select Launch.
Under Customer Satisfaction, select Rating scale survey.
Select Increase customer satisfaction, then click OK.
Select 2-Sample t, then click OK.
From the drop-down list, select Both samples are in one column.
In Samples, enter the column that contains the survey data.
In Sample IDs, enter the column that indicates whether the data are from before or after your process improvement.
Click Options. In Alternative hypothesis, select Difference < hypothesized difference. The hypothesized difference defines your null hypothesis. By default, the hypothesized difference = 0. This one-sided test has greater power to detect whether the ratings have increased after the process change.
Click OK.

Tip

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