How is satisfaction calculated?

In the satisfaction questionnaire survey, we must first design several specific questions, and each question will give different scores to represent different satisfaction.

Generally, 0-5 means dissatisfied to very satisfied.

The total score is to add up the scores of these questions.

General calculation formula of percentile system:

Satisfaction score = very satisfied proportion * 100+ satisfied proportion *80+ basic satisfied proportion *60+ less satisfied proportion *30+ dissatisfied proportion *0, with a full score of 100.

Extended data:

Satisfaction calculation method:

"Satisfaction" is an exponential concept, and the degree of satisfaction (depth) is obtained through the weighted calculation of evaluation scores. The internationally accepted evaluation standard is CSI (User Satisfaction Index).

Purpose of evaluation:

Grasp the status quo of satisfaction: help customers focus their limited resources on what customers value most, so as to establish and enhance customer loyalty and retain customers.

Conduct research according to brands and customer groups, provide basis for stratification, diversion and differentiated services, and understand and measure customer needs.

Identify service shortcomings, analyze customer value, and realize the priority allocation of limited resources to the most valuable customers.

Study the gap between service standards, service processes and service delivery and customer expectations, find customer concerns and service deficiencies, and put forward corresponding improvement suggestions.

Reference: Baidu Encyclopedia-Satisfaction