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Your client is a fast-growing e-commerce platform tracking customer satisfaction.
The chart below shows average satisfaction scores (out of 10) by product feature, comparing 2022 and 2023.
Which feature saw the largest improvement in customer satisfaction on a percentage basis, and by how much?
Your answer:
📋 Solution:
Start by visually identifying which bar grew the most from 2022 to 2023. From the chart, Delivery Speed should jump out, rising from 5.8 to 7.0. Customer support also experienced a big increase. At this point, you can focus exclusively on these two segments. Delivery speed satisfaction increased by 1.2, while customer support increased by 0.9. Because we are calculating the percentage change, we will have to take one more step before making a conclusion.
1.2 / 5.8 (initial value) = roughly 20% increase. We know this is the winner because customer support increased by a smaller amount with a larger denominator, but just to show that: 0.9 / 6.9 = roughly 13% increase.
We can conclude that delivery speed increased the most by 20%. It is also important to note that satisfaction across all product categories is up; whatever the client is doing seems to be working!