How we measure: Satisfaction Ratio
Feedier's Satisfaction Ratio is a formula crafted to evaluate all satisfaction-related questions within a survey. This encompasses various metrics such as ratings, rating tables, smileys, or NPS scores.
It is imperative that the satisfaction ratio is used in your surveys in order to get the most value out of the platform
You can see the question types that help to form the satisfaction ratio by the % symbol
You can use the satisfaction ratio to filter positive or negative feedback
How the Satisfaction Ratio is calculated
We use our own custom formula that first takes all the responses from quantitative type questions: satisfaction scale, satisfaction charts, emoji, and NPS. Each of these measures has the same weight, contributing to a complete satisfaction score for each feedback received.
Then, we add to this the sentiment score*, based on responses to qualitative questions.
We then average these two scores to calculate the satisfaction rate.
Example of how the Satisfaction Ratio could work for an individual survey feedback given:
Feedback Type | Score | Normalized % |
|---|---|---|
Rating | 7 / 10 | 70% |
NPS Score | 6 / 10 | 60% |
Ratings Table Avg | 4 / 5 | 80% |
Text Question | Neutral (50%) | 50% |
Text Question | Positive (90%) | 90% |
Satisfaction Ratio of this feedback:
((70% + 60% + 80%) ÷ 3 + (50% + 90%) ÷ 2) ÷ 2 = (70% + 70%) ÷ 2 = 70%
*More information on how the sentiment score is calculated: https://feedier.atlassian.net/wiki/x/BwDZpQ?atlOrigin=eyJpIjoiMDc4YWQ2ODZiMTBjNDhkYTg2ODhmY2Q1YjNiNTBiYjkiLCJwIjoiYyJ9