Homework 3 Yogini Borgaonkar a. Dealer Satisfaction North America: With the increase in sample size also comes a slight increase in low ratings (0- 1). However, there is a much higher increase in high ratings (4-5), meaning there is an increase in overall satisfaction. South America: There is a significant increase in 2014 for ratings of 5. This indicates a significant increase in satisfaction. Europe: There are no scores between 0-1 and the most amount of responses are 4. While it is impressive that there are no dissatisfied scores, the scores are stuck right below the highest score. Pacific Rim: Similar to Europe, there are no entries between 0-1. However, the amount of answers for 4 has increased over the years. China: The number of high ratings and the overall sample size has increased in a short period of time, compared to the other regions. b. End- User Satisfaction North America: There is an increase in the number of 5 ratings and a decrease in the number of 4 ratings. South America: The amount of responses for each rating are fairly constant between 0-5, there isn't much of a change throughout each year. Europe: Most users are mostly concentrated at score 4, with second place being score 5. There is an overall positive satisfaction. Pacific Rim: The number of entries for 2 is decreasing and the number of entries for 3 is increasing. However, there is a constant amount of entries in 4 and 5, implying an overall positive satisfaction. China: 4-5 have increased while 0-3 have decreased, implying an overall positive satisfaction. c. Complaints The data reveals an increase in complaints across all five regions. This pattern reveals a recurring issue within customer satisfaction, particularly in North America & Europe. d. Mower Unit Sales There is a very clear pattern for sales with spikes of constant growth. North America has by far the most amount of sales, with Europe being the second highest but still quite low in comparison. e. Tractor Unit Sales
There is an overall increase in sales implying future growth. There is a spike in sales for North America in 2013, with the other countries following a similar pattern but not as intensely. f. On-Time Delivery There is no significant difference between the Number of Deliveries and Number of On Time Deliveries, meaning that the distribution method is currently working very well. g. Defects after Delivery The number of defects after delivery have consistently decreased between 2010-2014. h. Response Time The response time for customer calls is the lowest at Q4 2014, implying a general downtrend of response time.
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