Bayesian thinking and the importance of applying a base rate when interpreting

One complaint last month. Two this month. Complaints have doubled.

Nine hundred and ninety-eight customers remain silent, but someone gives the percentage a headline and an enormous red arrow. Another person proposes an urgent redesign.

Now reverse the scale. Ten thousand complaints become twenty thousand. The same word—doubled—describes an operational emergency. From the percentage, you learn the direction and proportion of change. From the base numbers, you learn which world you occupy.

The team rebuilds the decision paper around four entries: current count, population at risk, usual range and evidence that this case differs from previous ones. The result is less dramatic and harder to misuse.

A new regulation, product or failure mode can make yesterday’s average a poor guide. The team has to state the difference and estimate its effect. In this review, “this time is different” needs a number before anyone accepts it.

The team replaces the urgent redesign with a two-week investigation. Support reads the two complaints. Both concern the same broken browser version. Engineering can reproduce the fault.

The red arrow was melodramatic; the defect is real. Fixing it costs two days. The team keeps the investigation open because next month’s denominator will be larger. Everyone involved now knows the difference between two complaints and twice as many complaints.

Behavioural principles

Behavioural ideas at play in this post

Short, plain-English explanations of the principles behind this post, with links to related books and examples in the archive.