>Kirk, depending on the size of your user base, you may want to talk to the business person (or persons) that drives the product functionality, to see what business rules they want.
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>Generally, a calculation of median will minimize the impact of outliers, though some like to use the Mode function as well, which will give you the most common observation point value.

Would be better to talk to the BA there to find out the exact requirements, but in general I think Craig is right - we want to get rid of odd cases before calculating the average.