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Feedback Lift
Your client tracks customer feedback across six features: Price Transparency, Product Quality, Delivery Speed, Customer Support, Returns & Refunds, and Mobile App UX. The exhibit shows average satisfaction scores (out of 10) for 2022 and 2023.
Which feature saw the largest improvement in customer satisfaction on a percentage basis, and roughly by how much?
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📋 Solution:
Feedback Lift
1) Eliminate non-contenders by inspection.
- Price Transparency down (6.3→6.1).
- Returns & Refunds down (6.5→6.4).
- Product Quality tiny uptick (7.9→8.1, ~+0.2 on a large base ≈ ~2–3%).
→ Only three deserve math: Delivery Speed (5.9→6.9), Customer Support (6.8→7.9), Mobile App UX (7.0→8.1).
2) Compute just the contenders (percent = change ÷ 2022 score).
- Delivery Speed: +1.0 on 5.9 → 1.0/5.9 ≈ ~17%.
- Customer Support: +1.1 on 6.8 → 1.1/6.8 ≈ ~16%.
- (Since 10% of 6.8 is 0.68; add ~6% (=0.41) gets ~1.09; close to 1.1.)
- Mobile App UX: +1.1 on 7.0 → 1.1/7.0 ≈ ~16%.
Answer: Delivery Speed shows the largest percentage improvement at about 17%, narrowly beating Customer Support and Mobile App UX (both ~16%).
