- Published
- 8 October 2026
- Last reviewed
- 8 October 2026
The headline number needs context
An average compresses several values into one number. That makes a report easier to read, but it can also remove the variation that matters to a decision. My recommendation is to ask what the average represents before using it to describe a typical experience. The calculation can be correct while the interpretation remains misleading.
Work through five fictional values
Suppose five support requests take 2, 2, 3, 3 and 20 hours to resolve. Their total is 30 hours, so the mean is 6 hours. The median is 3 hours because it is the middle value after ordering the observations. Four requests finish within 3 hours, while one takes much longer. Saying only that requests take an average of 6 hours hides both the common experience and the exceptional delay.
Choose the question before the measure
If the team wants to plan total effort, a mean may help describe the aggregate workload. If it wants to describe the middle observed experience, a median may be more useful. Neither number explains why one request took 20 hours. Investigate that request separately and check whether the same measurement rules applied to every observation. Do not remove an inconvenient value without a defensible reason.
Show variation honestly
The House of Commons Library explains mean, median and measures of spread as different ways of describing data. For a small operational report, you can add the number of observations and a simple ordered list or suitable chart. Explain the time period and what was included. Avoid presenting five practice values as a reliable estimate for a whole organisation.
Review one report sentence
Take the statement our average response time improved and ask which average, over what period and for which requests. Check whether the case mix changed or records are missing. Rewrite the statement with a precise definition and one relevant limitation. The aim is not to overwhelm the reader with statistics. It is to preserve the information needed for the decision.
Source and editorial note
Author: Jefferson Otonbara Imgbi. Reviewed 8 October 2026. The recommendations and fictional examples are original RDE editorial learning material. The source below provides background, not endorsement of RDE.
House of Commons Library: measures of average and spread
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