"Satisfaction Rate" is calculated for Customer Satisfaction Score questions. It's calculated to give you an overall percentage of how satisfied your respondents are with your products and services.
When each respondent answers this type of question, it is totalled within the results. When you view the results for this particular question you will be able to see how many respondents chose each answer choice.
By using this information, the satisfaction rate can be calculated.
Because the rate is automatically calculated for you, you should never have to perform this calculation yourself; the purpose of this article is to "show the working" of the calculation so the metric can be properly understood.
The satisfaction rate is calculated in the following steps:
Apply a score to each answer option.
Each answer choice, or column heading, within the satisfaction question is assigned a value starting from 0, which increases depending on the number of options.
In single answer questions, all of the answer choices are counted. In matrix questions, only the number of columns are counted).
For the example question given at the top of the article:
- Very Dissatisfied: 0
- Dissatisfied: 1
- Neutral: 2
- Satisfied: 3
- Very Satisfied: 4
Determine the "Maximum Possible Value".
We add together the total number of responses for the question - here is an example set of answer data for our question.
This total is then multiplied by the maximum value for the question's answer choices or column headings.
In this example, the maximum answer score is 4.
The total of this equation gives us the Maximum Possible Value. This is the value we would have if all our respondents had chosen the highest level of satisfaction.
261 x 4 = 1044
Calculate the 'Actual Total Value'.
To do this, the total number of times that each answer choice was selected is multiplied by the value assigned to that answer choice.
- Very Dissatisfied: 0 x 6 = 0
- Dissatisfied: 1 x 9 = 9
- Neutral: 2 x 25 = 50
- Satisfied: 3 x 145 = 435
- Very Satisfied: 4 x 76 = 304
The resulting total for each answer choice or column heading is then added together. This will give us the Actual Total Value.
0 + 9 + 50 + 435 + 304 = 798
The final step is to calculate the 'Satisfaction Rate'.
By dividing the Actual Total Value with the Maximum Possible Value and then multiplying by 100 we get a percentage Value.
(798 / 1044) x 100 = 76.44%
So, that's our satisfaction rate.
Things To Look Out For
There are a few things that need to be borne in mind if you intend to use this score.
- The calculation does not take into account survey scoring. if you've applied specific scores to the answer options via the scoring feature, those are not used. This feature is independent of that.
- Do not add extra options that are not on a scale of satisfaction. If an extra option such as "don't know" or "prefer not to answer" is added, then the calculation will include these and, depending on their position in the list, skew the final score up or down. If you need to allow respondents the option not to answer, then set the question to be non-compulsory.
- Do not change the order of the options in the question editor. if you manually re-order the options, the calculation won't work.