Survey Satisfaction Scores

The overall satisfaction score of a survey is calculated by the number of questions that a homeowner marks as “satisfied” (4 stars or 5 stars) divided by the total number of star-rated questions answered. For example, if a homeowner rates 5 out of the 13 star-rated questions answered as 4 stars or higher (Satisfied), then the satisfaction score of the survey is 38%. Questions marked as N/A do not count toward the overall satisfaction score of the survey.

The stars that a survey is rated are a reflection of the Likely to Recommend question. For example, a homeowner can select 5 stars for the likely to recommend question, but still only give 11 of the 13 star-rated questions 4 or 5 stars, resulting in an 88% satisfaction score.

You can adjust the satisfaction scale within your account by going to ACCOUNT>PREFERENCES>SATISFACTION. You can change the drop-down to choose what you want to set as satisfied (5 stars only, 4 stars or higher, 3 stars or higher, 2 stars or higher, average rating, or NPS scale).

You can also adjust the satisfaction scale within the reporting features by going to SURVEYS>SETTINGS (top right)> SATISFACTION. You can change the drop-down to choose what you want to set as satisfied (5 stars only, 4 stars or higher, 3 stars or higher, 2 stars or higher, average rating, or NPS scale).