Do you ever wonder how margins of error in political opinion polls are so precise? For example this article on the race for the Republican nomination for this year’s presidential election in the US describes how a national telephone poll had a margin of error of +/-4%. The answer lies in the number of people [...]

You carry out a customer satisfaction survey and you have a decline in the number of customer complaints you are receiving. A good thing surely? Well, maybe not…. What if the reason for the “good” news is that your customers have become indifferent towards you? Or that your systems for receiving customer complaints are so [...]