Using Crosstabs' nominal-by-nominal measures, you initially found that each store offers a similar quality of customer service. However, once customers who did not have contact with a service representative were separated out, a relationship between Store and Service satisfaction emerged. Fortunately, that relationship is rather weak, indicating that while there is a measurable difference in the service quality between stores, it is likely due to the poor service of a single store rather than a more serious company-wide variation in store image.

As a result, employees at store 2 received customer service training to bring their quality of service in line with the other stores.