Alan Hargreaves' Blog

The ramblings of a former Australian SaND TSC* Principal Field Technologist

Customer Support and Statistical Insignificance

Many folks may have come across Dave Carroll because of his experience with United Airlines prompting the three “United Breaks Guitars” songs.

He’s also started a site titled The right side of right, which I would commend to you.

One of the entries in the blog from last November is titled “Statistical Insignificance“. There is a lot in here for anyone who is in customer service.

Getting it right most of the time may seem to be great from a statistical perspective, but when you start looking at what those small percentages multiply out to in terms of customer dissatisfaction, then to use his words:

“… seeing those kinds of numbers involving your company should leave you hunched in a corner in a cold sweat, rocking back and forth in the fetal position”.

Definitely worth a read!

Also worth a read for before you blow your stack at a customer service rep.


Written by Alan

March 13, 2010 at 1:19 pm

Posted in General, Work

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