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The curious case of customer feedback

Mr. Iyengar is a second generation businessman and runs a South Indian restaurant in the heart of Chennai. He inherited the restaurant from his father and aspires to turn it into a chain that has presence across all parts of Chennai. Having seen his father run the business, he understands the importance of happy customers and building customers for life. To religiously follow this mantra, and understand what attributes of service are important to consumers, he recently instituted a 10-point customer survey that is presented…

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