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1: Very Dissatisfied
2: Dissatisfied
3: Neither Satisfied nor Dissatisfied
4: Satisfied
5: Very Satisfied
An individual might want to indicate neutrality on a particular topic.
That is what the one in the middle allows him/her to do.
That was my rationale, anyway. I have used this type of scoring in
literally hundreds of customer sat surveys for many companies. Not many
people routinely check off #3. If anything, I suspect they routinely check
off #4, without giving each topic a lot of thought.
Suzette
-----Original Message-----
From: DURL [SMTP:durl -at- buffnet -dot- net]
Sent: Friday, June 05, 1998 10:03 AM
To: Suzette Seveny
Cc: TECHWR-L -at- LISTSERV -dot- OKSTATE -dot- EDU
Subject: Re: Post-initiative Customer Satisfaction
...except you might want to provide an *even* number of
scale points. (1 to 4)
If you give people the chance, they'll opt for the middle, thus not giving
you a feel if you're more right than wrong...
Mary
Mary Durlak Erie Documentation Inc.
East Aurora, New York (near Buffalo)
durl -at- buffnet -dot- net
On Thu, 4 Jun 1998, Suzette Seveny wrote:
snip>
. Provide a satisfaction scale for each question (1 - 5 works well)
snip>
