Gumbel Distribution for Extreme Values ◾ 323
Gumbel Minimum: Analyzing Low CSAT Scores
Customer satisfaction (CSAT) scores were traditionally measured in a Likert
scale ranging from 1 to 5. Recently, effort is being made to measure CSAT on a
0 to 10 continuous scale. e latter scale allows detailed analysis. In both scales,
the problem area in CSAT lies in the minimum values, which correspond to
deep dissatisfaction. e minimum values on a 0 to 10 scale follow the Gumbel
distribution.
is analysis is very different from the typical control charts many plot on
mean CSAT scores. e mean values are too neutral to reveal customer dissatisfac-
tion. Preparing to plot Gumbel PDF means we collect minimum values of CSAT.
is by itself is a paradigm shift in CSAT measurement.
We find the mode of the gathered minimum values and use it as the loca-
tion parameter of the PDF. e scale parameter is approximately equal to 1,
applying the appropriate moment equation. us, the model parameters are as
follows:
Location = 3
Scale = 1
e Gumbel minimum PDF is constructed with these parameters and is shown in
Figure 20.2.
e Gumbel PDF of CSAT is an eloquent problem statement. All the low-
valued outliers in CSAT data are represented in this plot.
He spent the next 40 years working at the Shirley Institute. He put sta-
tistics to work in a variety of industrial problems, such as the problem that
looms in weaving sheds that were idle approximately 30% of the time, the
problem of yarn breakage rates in weaving, the problem of the relationship
between the length of a test specimen of a yarn and its strength, and the prob-
lem of thickness variation along the length of a yarn. He conducted factorial
experiments on yarn.
e strength of the yarn is in the weakest part. is was seen by Tippett
as an “extreme” situation. He studied the occurrence of extremes and iden-
tified three forms of extremes. While working with Fisher, he created the
distributions, known as the Fisher–Tippet distributions. Later, Gumbel took
up a special case represented by one of the three equations, simplified it, and
created the Gumbel distribution.
Tippett was a role model for industrial statisticians. As a result of his work
in the textile industry, he was awarded the Shewhart Medal of the American
Society for Quality Control.