Help!!!!!!About Service marketing的問題

圖片參考：http://www.okstate.edu/ag/agedcm4h/academic/aged5980a/5980/Desstat/DESSTAT/img011.JPG

The meaning of negatively skewed is:
mode > median > mean
most satisfaction scores is negatively skewed because mode > mean,
most people score higher than mean

Because people tends to conservative in rating a company satisfaction scores.