I do apologize for the length of the question but it is very important for me and will grateful for your help.
I am analysing managers’ emails that they send to complainants and dissatisfied customers. I have up to 100 managers and each one has a number of emails ranging from 1 to 30. It is very common that customers complain about several aspects and managers discuss them one by one. I have noticed that managers vary in their responsibility acceptance. Some of them accept the responsibility of all the stated points, some of them accept the responsibility of only some of them and others do not accept any. Now, I wanted to know how much responsibility is accepted and how often. So, I designed a 5 points likert scale to measure how much responsibility is accepted in each email. As I mentioned above, each manager has a number of emails. So, I repeated this process with all emails and then took the average.
Can I do this? Can I calculate the average? Do you have any advice please?