Is the difference between customer groups real?
- Files
- 2
- Rows
- 1,857
- Checks passed
- 19
Responses
1,840
Completion rate
71.2%
Significant effects
2
What went in
Apr 14 – May 26
- Project
- Customer survey: Q2
- Subject
- Customers
- Rows
- 1,857
Source files
- survey_responses.csv1,840 rows
- question_codebook.xlsx17 rows
The finished example
Demonstration data we built, not a customer's file.
Rendered by the same components that render your own projects.
The difference you were testing for is not there. Two you were not testing for are.
The gap in satisfaction between new and long-standing customers disappears once completion bias is accounted for: unhappy new customers were far more likely to abandon the survey, which flattered the group they left behind. Two effects that were not the subject of the survey do hold: response speed predicts satisfaction, and the two reverse-coded questions were being answered inconsistently enough to distort the overall score.
Unhappy new customers stopped answering
- 01The new-versus-established gap is an artefact of who stopped answering.
- 02Two questions were being read the wrong way round by respondents.
- 03Response delay predicts satisfaction better than any segment does.
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