Variability in survey data tells us how much individual survey responses deviate from each other, showing the range of opinions compared to the average. Consider survey data where respondents rate a service on a 5-point expectations scale, with 1 as “far below expectations” and 5 as “far above expectations”. When most ratings are around 3, indicating “met expectations,” with few extremes, the variability (standard deviation) is low, suggesting similar opinions. However, a diverse mix of ratings, like a mix of 1s, 3s, and 5s, results in a higher standard deviation, reflecting a broader range of feelings about the service.
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