Final answer:
On a six-category scale for measuring consumer satisfaction, a CSI of 20 generally indicates the customer is dissatisfied, with lower numbers implying lower satisfaction.
Step-by-step explanation:
With reference to the six-category scale, a consumer satisfaction index (CSI) of 20 would denote that the customer is dissatisfied. In a typical six-category scale for measuring satisfaction, it is likely that a lower number indicates a lower level of satisfaction. Therefore, if we assume a scale where 1 is very satisfied and 6 is very dissatisfied, a CSI of 20, which is closer to the bottom of the scale, would equate to a customer being dissatisfied with the service or product that is being surveyed. Categories such as very satisfied, somewhat satisfied, and very dissatisfied are typically used to gauge the level of satisfaction or dissatisfaction customers have towards a product or service based on their responses to such surveys. The precise meaning of a CSI of 20 depends on how the numbers are assigned on the six-category scale, but generally, lower ratings are indicative of dissatisfaction.