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| Originally Posted by Heartland Girl75 80% ESQI? Why isn't it 100%? We know in customer service there is always going to be those people that bitch about anything and 100% is impossible to reach. Basically all 80% ESQI is saying is that 1 out of every 5 of Enterprise customers can have a bad experience and that is acceptable. I don't want to be that 1 out of 5.
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In no way is this ment to be disrespectful, but 1 out of 5 is not the same as 80% unless you sample consists of only 5 customers. Sample size plays a huge, fundamental role in statistics (you went to college, you remember this).
And may I also point out that the other 20% might not have had a bad experience, they just did not feel COMPLETLY satisfied. They have four choices completely, somewhat satisfied, somewhat dissatisfied and completly unsatisfied.