Variability

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.