Get best weighted customer satisfaction grade

[Adora]

[FONT=&quot]Hello there,
[/FONT]
[FONT=&quot]please I need help as I have a data for a call center answering call survey, that survey set by a customer to get us his satisfaction grade about his waiting on Queue till call center agent answer his call, I have 4 Inputs:[/FONT]

• Group of Customer
• Average waiting time for customers on the Queue divided per each 10 seconds
• Satisfaction grade divided into (Neutral - Satisfied - Unsatisfied - Very Satisfied - Very Unsatisfied)
• the number of customers per Average waiting time & Satisfaction grade

[FONT=&quot]what I looking for is how can I set the best Neutral waiting per each group based on the numbers of rated customers and its Satisfaction grade composition. the best neutral waiting: it's mean the accepted waiting time which should I apply for each group. I need to get the accepted average waiting time, as at the little waiting time I found a huge number of Unsatisfied Customer, that's mean isn't the effective solution to highly decrease the waiting time and increase the cost to find those Unsatisfied customers.[/FONT]
[FONT=&quot]
I ask for a function which gets the best-accepted waiting time based on the number of distributed grades among the customer.[/FONT]
[FONT=&quot]
At first glance, you look that function is easy to apply, but the data preview some findings which didn't make sense as an example you can see a huge number of customers are Very Unsatisfied even though they wait a little time on Queue till answer there call.[/FONT]
[FONT=&quot]I know the request could be complicated somehow or not, so please if there is any misunderstanding let me know[/FONT]
[FONT=&quot]the workbook[/FONT]
[FONT=&quot]Gratefully,[/FONT]