I'm not saying you're wrong, what you're saying seems fine. I'm just saying that there are different ways to approach it, so you need to find what works for you. Our tutor told us that as long as we explain what we're doing, what we're including and how we've approached it, any approach is fine, so you need to focus on why you're doing what you are.Maybe Im confused, but thats the only way I saw how to do it. You seem to be sneakily telling me im wrong, just help me out and tell me if im on the right path or not?
By the way, I'm not sure what you mean by taking the mean of customer satisfaction numbers - those are ordinal values, so it's more common to use median or mode.
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