A recent Gallup poll of 519 adults who flew in the past year found the following number of complaints about flying:
Cramped seats (45), cost (16), dislike or fear of flying (57), security measures (119), poor service (12), connecting flight problems (8), overcrowded planes (42), late planes/waits (57), food (7), lost luggage (7), and others (51).
Required:
What percentage of those surveyed found nothing they disliked? (4 marks)
Draw a Pareto chart summarising these responses. Include the ‘no complaints’ group too. (6 marks)
Use the "4 Ms method" to create a fish-bone diagram for the 10 specific categories of dislikes (exclude ‘other’ and ‘no complaints’). (6 marks)
If you were managing an airline, what two or three specific issues would you tackle to improve customer service? Why? (4 marks)