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Were employees counteous and friendly?

Were employees knowledgeable and helpful?


Was the overall service good?
Did you have to wait long for service?
Did you have to wait long to check out?
Was the item you wanted available?
Was the cost of your purchases reasonable?
Have you visited the store's Web site?
Total Number of Defectives

Were employees counteous and friendly?


Were employees knowledgeable and helpful?
Was the overall service good?
Did you have to wait long for service?
Did you have to wait long to check out?
Was the item you wanted available?
Was the cost of your purchases reasonable?
Have you visited the store's Web site?
Total Number of Defectives

Were employees counteous and friendly?


Were employees knowledgeable and helpful?
Was the overall service good?
Did you have to wait long for service?
Did you have to wait long to check out?
Was the item you wanted available?
Was the cost of your purchases reasonable?
Have you visited the store's Web site?
Total Number of Defectives

Student
Yes No
572
93
522 143
569
96
74 591
81 584
602
63
385 280
335 330
1160

Campus Store
Percentage of Defectives
8.02%
12.33%
8.28%
6.38%
6.98%
5.43%
24.14%
28.45%
100.00%

Nonstuden Campus Store


t
Percentage of Defectives
Yes No
286 147
10.24%
231 212
14.77%
278 165
11.50%
200 243
13.94%
203 240
14.15%
371
72
5.02%
398
45
3.14%
52 391
27.25%
1435

100.00%

Off-Campus Store
Student Percentage of Defectives
Yes No
341 114
12.72%
350 105
11.72%
322 133
14.84%
51 404
5.69%
72 383
8.04%
407
48
5.36% %
120.00%
275 180
20.09% D
262 193
21.54% e100.00%
f
896
100.00% e 80.00%
c 60.00%
t 40.00%
i
v 20.00%
e
0.00%
s

52.59%
28.45%
27.25%

30.38%

Were employees counteous and friendly?


Were employees knowledgeable and helpful?
Was the overall service good?
Did you have to wait long for service?
Did you have to wait long to check out?
Was the item you wanted available?
Was the cost of your purchases reasonable?
Have you visited the store's Web site?

NonstudenOff-Campus Store
t
Percentage of Defectives
Yes No
172 156
13.40%
135 193
16.58%
180 148
12.71%
150 178
12.89%
147 181
12.63%
296
32
2.75%
301
27
2.32%
17 311
26.72%

Total Number of Defectives

1164

c 60.00%
t 40.00%
i
v 20.00%
e
0.00%
s

28.45%
27.25%

30.38%

100.00%

Non Campus Store


%120.00%
D
e100.00%
f
80.00%
e
c 60.00%
t
40.00%
i
v 20.00%
e
s 0.00%

80.92%
69.20%
56.47%
41.63%
21.54%
26.72%

Were employees counteous and friendly?


Were employees knowledgeable and helpful?
Was the overall service good?
Did you have to wait long for service?
Did you have to wait long to check out?
Was the item you wanted available?

88.95%

94.64%

97.25%
84.36%

71.74%
55.15%

41.75%
29.04%

Student
Yes No
572
93
522 143
569
96
74 591
81 584
602
63

Campus Store
Percentage of Defectives

Campu
Nonstudent
Yes

8.02%
12.33%
8.28%
6.38%
6.98%
5.43%

286
231
278
200
203
371

Was the cost of your purchases reasonable?


Have you visited the store's Web site?
Total Number of Defectives

Were employees counteous and friendly?


Were employees knowledgeable and helpful?
Was the overall service good?
Did you have to wait long for service?
Did you have to wait long to check out?
Was the item you wanted available?
Was the cost of your purchases reasonable?
Have you visited the store's Web site?
Total Number of Defectives

385
335

280
330

24.14%
28.45%

1160

100.00%

398
52

Off-Campus Store
Student Percentage of Defectives
Yes No
Yes
341 114
12.72%
350 105
11.72%
322 133
14.84%
51 404
5.69%
72 383
8.04%
407
48
5.36%
275 180
20.09%
262 193
21.54%
896

Off-Cam
Nonstudent
172
135
180
150
147
296
301
17

100.00%

Total Defectives
%120.00%
D
100.00%
e
f 80.00%
e
c 60.00%
t 40.00%
i
v 20.00%
e
0.00%

53.99%
41.46%
27.78%
38.93%
24.47%

48.98%

64.93%
59.61%

75.49%

85.55%
83.01%

69.37%

Visited Web site?


Purchases cost reasonable?
Employees knowledgeable and helpful?
Overall service good?
Employees counteous and friendly?
Wait long to check out?
Wait long for service?
Item available?

Student
Cumulative Student
28.45%
28.45%
24.14%
52.59%
12.33%
64.91%
8.28%
73.19%
8.02%
81.21%
6.98%
88.19%
6.38%
94.57%
5.43%
100.00%
100.00%

Student

Cumulative Student

Employees counteous and friendly?


Employees knowledgeable and helpful?
Overall service good?
Wait long for service?
Wait long to check out?
Item available?
Purchases cost reasonable?
Visited Web site?

Visited Web site?


Purchases cost reasonable?
Employees knowledgeable and helpful?
Overall service good?
Employees counteous and friendly?
Wait long to check out?
Wait long for service?
Item available?

Cumulative Non
Non Student Student
27.25%
27.25%
3.14%
30.38%
14.77%
45.16%
11.50%
56.66%
10.24%
66.90%
14.15%
81.05%
13.94%
94.98%
5.02%
100.00%
100.00%

Campus Store

0%

0%

0%

64.91%

0%

28.45%

0%

27.25%

45.16%
30.38%

81.21%

56.66%

66.90%

94.57%
94.98%

81.05%

52.59%

0%

0%

73.19%

88.19%

100.00%
100.00%

0%

0%

28.45%

0%

27.25%

45.16%

56.66%

66.90%

30.38%

0%

Visited Web site?


100.00%
Purchases94.64%
cost reasonable?
88.95%
Overall service good?
100.00%
97.25%
Employees
counteous and friendly?
84.36%
Employees knowledgeable and helpful?
Wait long to check out?
Wait long for service?
Item available?

Student
Cumulative Student
21.54%
21.54%
20.09%
41.63%
14.84%
56.47%
12.72%
69.20%
11.72%
80.92%
8.04%
88.95%
5.69%
94.64%
5.36%
100.00%
100.00%

Visited Web site?


Purchases cost reasonable?
Overall service good?
Employees counteous and friendly?
Employees knowledgeable and helpful?
Wait long to check out?
Wait long for service?
Item available?

Cumulative Non
Non Student Student
26.72%
26.72%
2.32%
29.04%
12.71%
41.75%
13.40%
55.15%
16.58%
71.74%
12.63%
84.36%
12.89%
97.25%
2.75%
100.00%
100.00%

Campus Store
Nonstudent

Percentage ofTotal No

Percentage of Defectives

No
147
212
165
243
240
72

10.24%
14.77%
11.50%
16.93%
16.72%
5.02%

240
355
261
274
284
135

9.25%
13.68%
10.06%
10.56%
10.94%
5.20%

45
391

3.14%
27.25%

325
721

12.52%
27.78%

1435

105.57%

2595

100.00%

Off-Campus Store
Nonstudent
No
156
193
148
178
181
32
27
311

13.40%
16.58%
12.71%
12.89%
12.63%
2.75%
2.32%
26.72%

270
298
281
201
219
80
207
504

13.11%
14.47%
13.64%
9.76%
10.63%
3.88%
10.05%
24.47%

1164

100.00%

2060

100.00%

ves

75.49%

69.37%

Percentage of
Defectives

Percentage ofTotal No

85.55%

94.80%
96.12%

83.01%

100.00%
100.00%

57%

98%

100.00%
100.00%

ge of Defectives
Visited Web site?
Employees knowledgeable and helpful?
Purchases cost reasonable?
Wait long to check out?
Wait long for service?
Overall service good?

Campus Store
27.78%
13.68%
12.52%
10.94%
10.56%
10.06%

Employees counteous and friendly?


Item available?

Visited Web site?


Employees knowledgeable and helpful?
Purchases cost reasonable?
Wait long to check out?
Wait long for service?
Overall service good?
Employees counteous and friendly?
Item available?

9.25%
5.20%

Off-Campus Store
24.47%
14.47%
10.05%
10.63%
9.76%
13.64%
13.11%
3.88%

Cumulative Campus Store


27.78%
41.46%
53.99%
64.93%
75.49%
85.55%

94.80%
100.00%

Cumulative Off-Campus Store


24.47%
38.93%
48.98%
59.61%
69.37%
83.01%
96.12%
100.00%

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