Managing for Quality and Performance Excellence 10th Edition by James Evans ,William Lindsay

Exercise 5

A customer survey for a pharmacy asks customers to rate the pharmacy according to the following:
• Friendly pharmacist
• Knowledgeable pharmacist
• Friendly pharmacy technician
• Knowledgeable pharmacy technician
• Quick checkout
They use a 1 -5 Likert scale ranging from Disappointed to Excellent. Comment on how actionable this survey is to measure performance and enable the pharmacy to improve. Are there any other things you can suggest to improve the survey?