Customer Voice satisfaction metrics - handling "Not Applicable" option

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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!

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thebruuu 422 on at

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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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