When requesting feedback, be explicit about how you will interpret each score
To meet and exceed market expectations, feedback is crucial. The nuances of how you collect feedback, such as the audience you target and the questions you ask, can have a significant impact on eventual outcomes. One seemingly trivial decision that can significantly influence outcomes is how you ask stakeholders to score an experience. This is often done using a five- or ten-point scale, sometimes represented by numbers, stars or words.
When measuring satisfaction, I always default to a four-point rating with explicitly labelled options. With any fewer, you cannot cover the full spectrum from very dissatisfied to very satisfied. With any more, the meaning of each option becomes less clear and more open to interpretation. On a scale of one to ten, who can agree on the difference between a seven and an eight?
Typically, I will use the following scale:
- Very unsatisfied
- Unsatisfied
- Satisfied
- Very satisfied
This scale makes the meaning of each score explicit, leaving less open for interpretation by the respondent.
Lastly, to score overall performance, I calculate the percentage of positive responses (i.e., what percentage of respondents answered with a three or five?).
Privacy and terms
I care about privacy as much as you do. I will only use your email address to send you this newsletter or to reach out to you directly, and you can unsubscribe at any time. I will not share, sell, or rent your email address to any third party, though I do store it the software I use to dispatch emails.
The information provided on this blog is for informational purposes only and should not be considered investment advice. The content on this blog is not a substitute for professional financial advice. The views and opinions expressed on this blog are solely those of the author and do not necessarily reflect the views of other organizations. The author makes no representations as to the accuracy, completeness, currentness, suitability, or validity of any information on this blog and will not be liable for any errors, omissions, or delays in this information or any losses, injuries, or damages arising from its use. The author may hold positions in the companies or products discussed on this blog. Always conduct your own research and consult a financial advisor before making any investment decisions.