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February 7, 2018. Today on RBDR:
A Jiffy Lube study into customer satisfaction factors that drive future business uncovers surprises that have positive and negative impacts.
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Using a 5 point likert scale for satisfaction and checking means is a sure way to not find enough differentiation to be significant. It does not have enough granularity. I tend to favor 10 point scales and focusing on 9-10 (fully satisfied), since past studies have shown that metric to be correlated with loyalty.