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In an effort to attract and retain air passengers, Metropolitan International Airport has implemented several initiatives over the past year focused on improving the customer experience at airport restaurants and retail outlets (shops). Management also believed that upgrading the free WiFi network would enhance passengers' experiences at the airport. While overall customer satisfaction with the airport has been a metric included on the airport's balanced scorecard for several years, general manager Parks Gheesling has collected more detailed customer satisfaction data to help assess the initiatives' success.

Gheesling has asked you to examine the data to determine if the initiatives appear to be increasing customer satisfaction. To begin your analysis, review the information in the "Question Legend" tab of the Excel workbook to understand the data and possible passenger responses. The "Year 1" tab presents data collected before implementing the initiatives; the "Year 2" tab presents data collected after implementing the initiatives.

Click here to view the Excel data files for answering this problem.

(a)

What percentage of surveyed passengers purchased items from the airport stores before the initiatives were implemented? From the airport restaurants? Used the free WiFi? (Hint: Using Excel's COUNTIF formula will help with this calculation.)(Round answers to 1 decimal place, e.g. 15.2%.)

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