Each of a random sample of 10 customer service representatives from a large department store chain answers a questionnaire about how they respond to various customer complaints. Based on the responses, a summary score measures how positively the employees react to complaints. This is measured both before and after employees undergo an intensive training course designed to improve such scores. A report about the study states, “The mean was significantly higher after taking the training course [t = 3.40 (df = 9), P-value 6 0.05].” Explain how to interpret this to someone who has never studied statistics. What else should have been reported, to make this more informative?
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