b. TripAdvisor is one of many online websites that provides ratings for hotels throughout the world. TripAdvisor uses a semi-automated telephone process to take reservations from its customers. This company conducts a survey of customers, asking them what problems they have encountered in making reservations. The chart below shows the analysis of the customer responses (BS = Busy Signal; TL = Too Long to Wait; GD = Got Disconnected; WP = Transferred to the Wrong Person). Problems Encountered Making Enquiries by Telephone 450 400 400 350 -300 250 200 175 150 100 50 50 25 0 BS TL GD WP Type of Complaint What percentage of customers encountered "Busy Signal" or "Too Long to Wait" when making reservations? Number of Complaints

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