Capability Sixpack: Normal for Increase Customer Satisfaction

Use Capability Sixpack: Normal to demonstrate that a process is capable of meeting expectations for survey responses.

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 is the data column.

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 Capability Sixpack: Normal, then click OK.
Under Data are arranged as, select Single column.
In Single column, enter the column that contains the survey responses.
In Subgroup size, enter 1.
In Lower spec, enter the lower specification limit for survey responses. This is the lowest rating that is acceptable to your organization.
Click Transform, select Box-Cox power transformation (W = Y^λ). (This step is not necessary if your ratings data follow a bell-shaped pattern in the histogram.)
Click OK.

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