Customer Voice satisfaction metrics - handling "Not Applicable" option

(0) Share

Report

Posted on by Luigi256

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!

All responses (1)

Answers (0)

Suggested answer

thebruuu 422 on at

Like (0)

Report

RE: Customer Voice satisfaction metrics - handling "Not Applicable" option

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