Dashboard scoring methodologies
Within a Cemplicity dashboard you will see benchmarking tiles displaying important survey results. These results may be packaged in a variety of different ways, depending on the subject matter and question methodology or format. This article will explain, using examples, some of the most common formats that you might see in your own dashboards and help you to interpret what the scores mean.
Dashboard Tile Scores
Single Question Scores
Where a question uses a fixed option list it is possible for Cemplicity to assign a numeric “score” value to each possible option that may be selected by the respondent.
For example, an 11-point rating scale from 0 (Poor) to 10 (Excellent) maybe be used to rate being treated with respect and dignity, or perhaps radio button list question like:
Were you treated with respect and dignity?
Yes, always = 10
Yes, sometimes = 5
No = 0
On your dashboard, a tile labelled “Respect & Dignity” may then summarise all responses to this scored question by calculating an average mean score.
For example:
Yes, always x 5 responses (50 points)
Yes, sometimes x 2 responses (10 points)
No x 1 response (0 points)
Average Mean Score = (50+10+0) / (5+2+1) = 7.5
The dashboard may also present your average mean score as a % figure. In the example above this would be 81% (8.1 out of a maximum possible score of 10).
Note: Generally, “N/A” or “Don’t know” responses are not assigned a score value and hence are not included in score calculations.
Domain Scores
Domain scores are derived from one or more question scores relating to a theme or topic. Domain scores can be used to summarise performance for users quickly without needing to click on many individual question reports.
In your survey’s design, there may be groups, themes, or domains if you like. For instance, if there were three scored questions relating to communication, these might be collectively considered a “Communication” domain within the survey. Each Communication-themed question has a single question score (see Single Question Score), but together they can also produce a Communication “domain score” for you (i.e. how well are we doing on communication as a whole?).
How are Domain Scores calculated?
For each respondent, Cemplicity calculates a score based on their responses to the questions that comprise the domain, divided by the maximum possible score for the domain:
Domain score per respondent = SUM(response question scores) / SUM(maximum question scores)
Cemplicity then averages these to get an overall average mean score for the domain:
Domain Score = AVERAGE(Domain score per respondent)
Net Promoter Scores (NPS)
The Net Promoter Score is a simple, widely used customer-loyalty metric.
Like Single Question Scores, an NPS is derived from a single, scored question. However, instead of an average mean score calculation, Cemplicity uses a different calculation to produce the NPS figure.
NPS is calculated as the percentage of respondents rating their likelihood to recommend a company, a product, or a service as 9 or 10 (Promoters) minus the percentage who rate their likelihood between 0-6 (Detractors) on a scale from 0-10.
For example, eight clinic patients complete an NPS question in their post-appointment survey:
Respondent | Rating | NPS Profile |
Patient 1 | 10 | Promoter |
Patient 2 | 9 | Promoter |
Patient 3 | 7 | Passive |
Patient 4 | 2 | Detractor |
Patient 5 | 5 | Detractor |
Patient 6 | 10 | Promoter |
Patient 7 | 9 | Promoter |
Patient 8 | 9 | Promoter |
Five out of the eight patients are promoters, having given a positive rating (9-10), representing 62.5% of the responses. Two out of the eight patients are detractors, having given a negative rating (0-6), representing 25% of the responses.
Net Promoter Score = 62.5% - 25% = 37.5% = 38
Note: An NPS is always presented in integer format.
How should I interpret an NPS score?
NPS values are calculated using the results of two percentage values, so answers may fall between a range of -100 to +100, with -100 being the worst possible score and +100 being the best.
As general guidance, which may vary depending on the consumer behaviours in different sectors, NPS scores may be interpreted as follows:
>0 consumers think your services are good
>50 consumers think your services are excellent
>70 consumers think your services are world-class