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Dynamics 365 Community / Forums / Customer experience | Sales, Customer Insights,... / Customer Voice satisfa...
Customer experience | Sales, Customer Insights,...
Suggested Answer

Customer Voice satisfaction metrics - handling "Not Applicable" option

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Posted on by Luigi256 5

We are surveying customers using Customer Voice. We have added satisfaction metrics to help analyse our results and have added a custom satisfaction metric. The questions mapped to this metric are of type likert scale with options: Excellent, Good, Okay, Poor, Never Used (i.e. Not Applicable). The base score is 5 with points awarded: 5 = Excellent, 4 = Good down to 1= Never Used. If respondents choose Never Used that would score the response as 1 and would potentially skew overall scores.

Is there a better way to do this or a way to exclude those " Not Applicable" options?

What would happen if we set the points awarded for "Never Used" to 0? That would skew results even more?

Any advice is much appreciated!

  • Suggested answer
    thebruuu Profile Picture
    thebruuu 422 on at

    Hi Luigi256

    Best option is to have a question before with conditional logic

    Ppls that answer No will not have the satisfaction metric question.

    Regards

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