Worksheet: Poor Customer Service Data
| Category |
Poor Service Frequency |
Cumulative Frequency |
Cumulative Percentage |
| Remember to list the items from the most to the least. |
| Hot Food |
32 |
32 |
42 |
| Clean Buffet |
19 |
51 |
66 |
| Clean Washrooms |
15 |
66 |
86 |
| Politeness |
5 |
71 |
92 |
| Fast Service |
3 |
74 |
96 |
| Bills Received |
2 |
76 |
99 |
| Comfort |
1 |
77 |
100 |
| TOTAL NEGATIVE COMMENTS |
77 |
|
|
How to fill out the Worksheet:
- Write the Comments in the Category column. Feel free to rewrite
them so that they are shorter! Make sure you list the
comments starting from the one with the most negative
responses (Hot Food = 32) to the one with the least (Comfort =
1). Add up the total number of negative responses (77).
- To calculate the Cumulative Frequency, notice that the
cumulative frequency for Hot Food is the same as the number
the Poor Service Frequency column. To calculate the others,
add the number for Hot Food to the number for Clean Buffet
(32 + 19 = 51) So, 51 is the cumulative frequency number for
Clean Buffet. Clean Washrooms = 32 + 19 + 15 = 66. Continue
until you reach the last category, Comfort. The cumulative
frequency for Comfort should be the same as the total. (77)
- To calculate the Cumulative Percentage, follow these steps.
It’s a good idea to use a calculator for this!
Cumulative Frequency / Total Negative Comments * 100
So, for Hot Food...
32 / 77 x 100 = 42%
Let’s look at how the Pareto Diagram would look for the Black Cat Diner.
A Pareto Diagram will show you whether one item is causing a lot
of the problems. In this case, a lot of the data is in one category
– Hot Food. So, if the restaurant focuses on the Hot Food
problem, it will bring about the most change in how customers
feel about the Black Cat Diner’s customer service.
