Careful with your stats


         Jon Corippo
If your customers are 90%
    happy, is that good?
Not if you are a 600 bed
        hospital....

60 people might be getting
     ready to sue you.
ASK HARD
  QUESTIONS
Superfreakonomics says
 people will be too kind
Watch for
 outliers
They are the
 vanguard
Watch for
 outliers
 They are
misinformed
Sometimes you can’t
  please everyone
COLLECT DATA
  NOT TEXT
 Use the checkboxes and radio buttons or you just get WORDS
          0
                   50
    ...
COLLECT DATA
    EARLY
Adjust QUICKLY
    VALIDATE THEM
DO BIG
   SURVEYS
Then do little ones, focus group it.
Don’t get emotional
    about results
Do you want to win the
  battle or the war?
HEY!
YOU asked the question

EMBRACE
  The answer!
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Thoughts on stats

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Thoughts on stats

  1. 1. Careful with your stats Jon Corippo
  2. 2. If your customers are 90% happy, is that good?
  3. 3. Not if you are a 600 bed hospital.... 60 people might be getting ready to sue you.
  4. 4. ASK HARD QUESTIONS Superfreakonomics says people will be too kind
  5. 5. Watch for outliers They are the vanguard
  6. 6. Watch for outliers They are misinformed
  7. 7. Sometimes you can’t please everyone
  8. 8. COLLECT DATA NOT TEXT Use the checkboxes and radio buttons or you just get WORDS 0 50 100 150 2007 200 2008 2009 2010
  9. 9. COLLECT DATA EARLY Adjust QUICKLY VALIDATE THEM
  10. 10. DO BIG SURVEYS Then do little ones, focus group it.
  11. 11. Don’t get emotional about results Do you want to win the battle or the war?
  12. 12. HEY! YOU asked the question EMBRACE The answer!

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