1.1 Customer Satisfaction and Profitability (Figure 1-6)

Analysis Scale
Thousands
  
Customer
Satisfaction		 Customer Percent CSI
Score		 Customer Sales Percent Margin Gross
Profit		 Retention Cost Customer Profit
Very Satisfied
25
%
100
$1200
$
60
%
$720
$100
$
$620
Satisfied
35
%
80
$800
$
50
%
$400
$100
$
$300
Somewhat Satisfied
20
%
60
$300
$
40
%
$120
$100
$
$20
Somewhat Dissatisfied
15
%
40
$80
$
40
%
$32
$100
$
-$68
Dissatisfied
3
%
20
$60
$
40
%
$24
$100
$
-$76
Very Dissatisfied
2
%
0
$50
$
40
%
$20
$100
$
-$80
 
100%
72
$630
48.5%
$350
$100
$250
Starting Data Scale
Thousands
  
Customer
Satisfaction		 Customer Percent CSI
Score		 Customer Sales Percent Margin Gross
Profit		 Retention Cost Customer Profit
Very Satisfied
25
%
100
$1200
$
60%
%
$720
$100
$
$620
Satisfied
35
%
80
$800
$
50%
%
$400
$100
$
$300
Somewhat Satisfied
20
%
60
$300
$
40%
%
$120
$100
$
$20
Somewhat Dissatisfied
15
%
40
$80
$
40%
%
$32
$100
$
-$68
Dissatisfied
3
%
20
$60
$
40%
%
$24
$100
$
-$76
Very Dissatisfied
2
%
0
$50
$
40%
%
$20
$100
$
-$80
 
100%
72
$630
48.5%
$350
$100
$250
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