How we measure: Satisfaction ratio
- Faye Muchery
Analytics
The Feedier satisfaction ratio is a formula designed to evaluate all satisfaction-related questions in a survey. It includes various metrics such as ratings, evaluation grids, smileys, and NPS scores.
It is essential to use the satisfaction ratio in your surveys to get the most value from the platform.
You can identify the types of questions that contribute to the satisfaction score using the % symbol.
You can use the satisfaction ratio to filter positive or negative feedback.
How is the satisfaction ratio calculated?
We use our own custom formula that takes into account all responses from satisfaction scale questions, satisfaction grids, emoji ratings, and NPS. Each of these metrics carries equal weight, contributing to a comprehensive satisfaction ratio for every feedback received. This holistic approach allows you to effectively visualize respondent insights and prioritize actions based on data aligned with your objectives. Additionally, Feedier offers the option—enabled by default—to incorporate sentiment analysis into the satisfaction score, ensuring the most accurate representation of satisfaction.
Create a custom satisfaction ratio.
Profile dropdown menu → Organization → Custom satisfaction ratio settings
You can also define your own satisfaction ratio by adding your custom formula.
Examples of different custom satisfaction ratios.
Use a CSAT question | {question_id:xxx} |
Exclude NPS from the satisfaction ratio. | ({ratings}+{rating_table}+{smileys}) |
Assign a weight to specific question types.. | ({nps}*0.7+{ratings}*0.3)/{total_questions} |