What is the 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.
We calculate satisfaction at feedback level on both :
Quantitative feedback items : satisfaction scale, satisfaction charts, emoji, and NPS.
Qualitative feedback item : Text Item.
💡 How the satisfaction ratio is computed at feedback level ?
Feedback Items | Score | Normalized % |
Rating | 7 / 10 | 70% |
NPS Score | 6 / 10 | 60% |
Ratings Table Avg | 4 / 5 | 80% |
Text Item | Neutral (50%) | 50% |
Text Item | Positive (90%) | 90% |
Satisfaction Ratio of this feedback:
((70% + 60% + 80%) ÷ 3 + (50% + 90%) ÷ 2) ÷ 2 = (70% + 70%) ÷ 2 = 70%
What is the sentiment score ?
The sentiment score is a quantitative translation of the sentiment expressed in a text verbatim.
Sentiment | Explanation |
61 to 100 | The verbatim is linked to a positive emotion on the part of the customer: Joy, Confidence, Serenity, Admiration. |
41 to 60 | The verbatim is not directly linked to an emotion or the emotion is not expressed strongly enough to be categorised. |
1 to 40 | The verbatim is linked to a negative emotion on the part of the customer: Anger, Contempt, Sadness, Disgust. |
💡 How the sentiment score is computed ?
The sentiment score is calculated on each verbatims with the following scale applied
Positive: 61 – 100
Neutral: 41 – 60
Negative: 1 – 40
Note that at topic or segment level the average score is computed across all corresponding verbatim.
What is the NPS ?
Standard approach to measure customer loyalty by asking how likely they are to recommend a company on a scale from 0 to 10.
💡 How the NPS score is computed ?
→ % Promoters feedbacks - % Detractors feedbacks
Catégorie | Notes |
😍 Promoters | 9 – 10 |
😐 Passives | 7 – 8 |
😠 Detractors | 0 – 6 |
⚠️ We do not recommend to have multiple NPS question by feedbacks.
If it's the case the average NPS score of the entire feedback will be taken into account in the calculation instead of one NPS question value.
What is the NPS Impact Score ?
Used in Feedier Action Plan, The NPS Impact (goes from 0 to 100) is the potential impact of taking action of an area of improvement in terms of NPS, this will be measured with the amount of detractors, passives and promoters of the action plan and each area of improvement.
What is the Relevance Score of an action ?
The Relevance Score measures the number of verbatims related to each actions over the total of verbatims in the Action Plan. The goal of this feature is to prioritise the different areas of improvement based on the relevance.
What is the Effort Score ?
Used in Feedier Action Plan, The Effort Score (goes from 1 to 5) is generated with AI and evaluates complexity and resource needs for each area of improvement.
