Kurt's Thoughts

SCORE #1
This is based on the following question:

Q: Please think about your overall satisfaction … Considering everything you know or have heard about the company, its products, its service, and support organization, would you say you are:
4 = Very Satisfied (VS)
3 = Somewhat Satisfied (SS)
2 = Somewhat Dissatisfied (SD)
1 = Very Dissatisfied (VD)

CALCULATION:
Score = (% of Very Satisfied) – (% of Somewhat Dissatisfied + % of Very Dissatisfied) + 100
(Range = 0-200, 200 being highest)

EXAMPLE:
Scores based on the following responses for all participants would be:

• 4, 4, 3, 3, 3 –> 40% VS, 60% SS –> NSAT = (40) – (0+0) + 100 = 140
• 4, 3, 3, 3 –> 25% VS, 75% SS –> NSAT = (25) – (0+0) + 100 = 125
• 4, 3, 3, 3, 3, 3 –> 17% VS, 83% SS –> NSAT = (17) + (0+0) + 100= 117
• 3, 3, 3, 3, 3 –> 100% SS –> NSAT = (0) – (0+0) + 100 = 100
• 4, 3, 3, 3, 2, 1 > 17% VS, 50% SS, 17% SD, 17% VD –> (17) – (17+17) + 100 = 83

METRIC:
Our required value for score #1: 166
(In other words, even if all ratings are “Somewhat Satisfied”, the score would be 100, far below 166.)

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SCORE #2
This is based on the average of 6 specific questions, multiplied by 10.  All questions are rated from 1-9, 9 being highest.

1. Invests time to understand the strategic priorities of my organization (*)
2. Works together with us to agree on a joint plan that addresses my organization’s top priorities (*)
3. Engages the right resources to deliver value to my organization, including using partners when needed (*)
4. Regularly seeks my organization’s feedback on ways to improve our working relationship (*)
5. Takes appropriate and timely action based on feedback I provide (*)
6. Provides information to help my organization optimize our technology infrastructure to maximize ROI (*)

CALCULATION:
Score = (Sum of all ratings)/6 x 100

EXAMPLE:

1. Invests time = 7
2. Works together = 7
3. Engages right resources = 8
4. Seeks feedback = 8
5. Takes action = 7
6. Provides information = 7

Score #2 = (7+7+8+8+7+7)/6 x 100= 73

METRIC:
Our required value for Score #2:  82
(Again, even if all scores are “8”, we only attain a score of 80, which is below the required score of 82.)

This entry was posted on Tuesday, February 7th, 2012 at 10:06 pm and is filed under Uncategorized. You can follow any responses to this entry through the RSS 2.0 feed. You can leave a response, or trackback from your own site.