Question: 1 . Review the customer satisfaction information. Does it make sense? Why / why not? 2 . Given these research results and the other information

1. Review the customer satisfaction information. Does it make sense? Why/why not?
2. Given these research results and the other information in the case, what advice
would you give this firm?
3. Which of the above metrics did you find helpful? Which did you basically ignore?
4. What other information would have been helpful?

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