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  • Using Kruskal-Wallis to Improve Customer Satisfaction

    Sheldon D. Goldstein, P.E.

    Summary There is no benefit in improving business attributes that are not likely to measurably increase customer satisfaction. The use of the “Kruskal-Wallis one-way analysis of variance by ranks” to compare the means of satisfaction scores of several company attributes that are important to your customers can focus attention on those attributes in need of the most improvement. A statistical approach can provide confidence in identifying valid problems and recommending solutions that have a better chance of resulting in improved satisfaction.

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