From the course: Everyday Statistics, with Eddie Davila

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Measuring variation

Measuring variation

- [Instructor] Hotels strive to give all their guests world-class service, but no matter how hard they try to please everyone, some guests will enjoy their stays and others will not. The variation in opinion among guests can sometimes be staggering, on the same day some will report having their best experience ever and others might be demanding a full refund. As organizations look to understand their customer service scores, the mean score even when coupled with the median score may not be enough. Understanding the variability in your data sets is important. For example, suppose each customer survey is worth a total of 30 points. Here we have three data sets, each for a different day. The data sets each have 50 customer service scores. On the surface all the scores look very similar, but in fact every data set was quite different. Here is a table with the number of guests that gave each of the listed scores. As you can see…

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