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Guidelines for Preparing the Case

Finale – Just Desserts / Survey on the Spot

After reading the case carefully, consider the goals of Paul Conforti. One
objective of using Survey on the Spot was to “assess and improve customer
satisfaction.” With this in mind, please answer the questions that follow.
Where relevant, please include your SPSS output.

1. In her analysis of the data from Survey on the Spot, Felicity Klass focuses
a great deal on analyses pertaining to Net Promoter Score (she discusses
how this is calculated in her Analysis Report). In your opinion, what are
some weaknesses to relying solely on analyzing the Net Promoter Score (2
– 3 sentences).

2. The question “Would you recommend Finale to a friend?” was used to


calculate the Net Promoter Score; however, it is possible that this variable
could be tapping into constructs related to other variables in the data set.
To assess this, test the correlations between questions 4 (OverallSat), 5
(ReturnLikelihood), and 12 (Recommend). Include your output here.
What does the correlation matrix tell you?

3. Test if the three variables mentioned above might be suitable for factor
analysis. Are they? How do you know?

4. If yes to question 3 (above), run a factor analysis including the three


variables mentioned above. Interpret the factor solution. Include all
relevant information. How many factors are identified? What do they
capture? In addition, create a separate (new) variable in SPSS that is
comprised of each participant’s average score on those three variables. To
do this:

Transform  Compute Variable


Target Variable: SatIndex
Numeric Expression: (OverallSat + ReturnLikelihood + Recommend)/3
Hit OK.

5. Four additional variables assessed satisfaction with Finale on different


dimensions. Test for the relationship between questions 7 (ServiceSat), 8
(CleanAppearSat), 9 (FoodBevSat) and 11 (WorthPrice) and the new
SatIndex variable that you created using a single regression with four
predictor variables (ServiceSat, CleanAppearSat, FoodBevSat and
WorthPrice) and SatIndex as the DV. Interpret the regression output.
What are the drivers of satisfaction based on this analysis?
Prof Goldsmith | MGMT 6463

6. Knowing what you know about survey design, what are some possible
issues with how frequency-of-visit (question 2) was measured? Given the
way it was measured, and how responses on this question were
distributed (see Felicity Klass analysis) what are our options for how we
can analyze this variable? (3 – 4 sentences; no actual analysis required).

7. Participants were asked to indicate what they ordered on this visit


(questions 3a – 3f). For each question, a “1” indicates the item was
ordered, and a “0” indicates it was not. Test if ordering lunch, dinner, or
dessert affected participants’ overall satisfaction on the SatIndex variable
that you created by running three separate regressions treating each of
those order-options (lunch, dinner, or dessert) as a single predictor and
SatIndex as the DV. Interpret the results.

8. Now test if whether or not participants ordered lunch, dinner or dessert


affected their tendency to join the “Sweet Rewards” program (question
13). Note that testing this requires three separate bivariate analyses
between two variables that are categorical in nature (e.g., lunch – yes / no
and join – yes / no). Therefore, cross-tab analyses should be utilized. Be
sure to assess if the data are appropriate for such analyses prior to
reporting your results.

Please submit a single Microsoft Word document single spaced, using 12-
point font and 1” margins. Where statistical analysis is required, please paste
copies or screen grabs of the relevant statistical output into the Word
document to support your conclusions.

The filename for the Word document should be your full name (as designated
by the registrar), your section number, and the assignment designation using
underscores as separators.

Example: KellyGoldsmith_1_Assignment2.docx