A producer of computer‐aided design software for the aerospace industry receives

A producer of computer‐aided design software for the aerospace industry receives numerous calls for technical support. Tracking software is used to monitor response and resolution times. In addition, the company surveys customers who request support using the following scale: 0—Did not exceed expectations; 1—Marginally met expectations; 2—Met expectations; 3—Exceeded expectations; 4—Greatly exceeded expectations. The questions are as follows:

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