Question
Customers with Premier Account visiting the HSBC Baker Street Branch in London often complain that they have to wait for a long time before being
Customers with "Premier Account" visiting the HSBC Baker Street Branch in London often complain that they have to wait for a long time before being served. To improve customer satisfaction, the branch manager carefully studied the customer arrival pattern and proposed a plan to rearrange bankers' lunch break to reduce customers' waiting time.
To evaluate if the plan is effective, the manager first asked an intern to randomly record the waiting time of 50 customers when bankers followed their original schedule (as summarized in theBefore Improvementcolumn in the data fileQ3_bank.xlsx), and then asked the intern to again randomly record the waiting time of another 50 customers after the proposed plan was implemented (as summarized in theAfter Improvementcolumn in the data fileQ3_bank.xlsx).
Before Improvement | After Improvement |
13.1 | 8.42 |
12.42 | 11.1 |
11.96 | 6.04 |
9.56 | 0.4 |
2.46 | 9.54 |
16.4 | 4.68 |
9.8 | 6.4 |
11.24 | 7.08 |
13 | 9 |
8.42 | 0.76 |
12.62 | 10.24 |
10.9 | 6.92 |
10 | 12.38 |
8.7 | 7.58 |
0.4 | 9.36 |
5.5 | 10.3 |
14.9 | 9.2 |
9.8 | 8 |
8.8 | 8 |
14.6 | 9.9 |
17.2 | 7.9 |
4.3 | 9.3 |
1 | 7 |
13.9 | 7.9 |
10.6 | 7.5 |
1 | 7 |
9.9 | 8 |
14.1 | 9.6 |
11.5 | 7.6 |
3.2 | 7.2 |
14.9 | 7.3 |
18 | 10.1 |
8.2 | 10.4 |
16.1 | 6.9 |
14.3 | 9.4 |
13.5 | 10.8 |
1.5 | 3.9 |
12.7 | 2.5 |
5.4 | 4.9 |
14.9 | 9.5 |
9.5 | 6.7 |
11.4 | 11.7 |
5.7 | 8.7 |
4.2 | 11.6 |
10.8 | 5.7 |
10.5 | 7.6 |
14 | 6 |
4.4 | 6.7 |
13.4 | 7.3 |
18.6 | 6.7 |
One of the employees at the bank claims that the customers' mean waiting time before the improvement was in fact 8.5min. What do you think about this claim based on the available information?
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