In this help article, we cover the different calculation methods for a roll up scores for Surveys. We will cover department scores, topic roll-ups, and custom reports.
Calculations by Page
GSAT Report Topics - Average of Average
Custom Report Topics - Average of Average
Department Trends - Weighted Average
Custom Report Department Scores - Weighted Average
Topics (GSAT & Custom Reports) in our platform are calculated as an average of averages because each of the associated questions should hold equal weight in the topic roll-up score. Department scores, however, are calculated as a weighted average to ensure that each associated survey response is counted equally.
Calculation Methods:
There are two ways to count the number of responses for each formula. They are:
Response Count - The number of guests who responded to a question.
Scorable Response Count - The number of guests who responded to a question with a value (rating & range questions only and does not include ‘Not Applicable’ option).
Formulas:
Weighted Average - Each question response is counted equally. The score is a calculated by summing each question’s count of scorable responses multiplied by the question’s average score, which is then divided by the total sum of scorable response counts.
Score = ( ( [Q1 Scorable Response Count] * [Q1 Score] ) + ( [Q2 Scorable Response Count] * [Q2 Score] ) + ( [Q3 Scorable Response Count] * [Q3 Score] ) + … )
÷
( [Q1 Scorable Response Count] + [Q2 Scorable Response Count] + [Q3 Scorable Response Count] + … )
Average of Average - Each question always has the same weight in the formula regardless of the number of responses each question receives. In the end, certain guest question responses can end up having a greater weight with this calculation (because they received fewer responses than other questions).
Score =
( Average of Q1 scores + Average of Q2 scores + Average of Q3 scores + … )
÷
( # of Questions )
Example 1:
- 60 guests total took the survey.
- 50 of them answered Question 1 with an average of 10
- 25 answered Questions 2 with an average of 100
- No guests responded with “Not Applicable”.
Response count: 75
Weighted Average: 40 = ( ( 50 * 10 ) + ( 25 * 100 ) ) ÷ ( 50 + 25 )
Average of Average: 55 = ( 10 + 100 ) ÷ ( 1 + 1 )
Example 2:
In this example 10 people took the survey which consisted of 4 questions. Friendliness 10 people responded, Helpfulness 4 people responded, Cleaning 2 people responded and Bell Team 4 people responded. The calculation for this example is the following:
Response Count: 20
Weighted Average: 83.5 = ( ( 10 * 90 ) + ( 4 * 85 ) + ( 2 * 45 ) + ( 4 * 85 ) ) ÷ ( 10 + 4 + 2 + 4 )
Average of Average: 76.25 = ( 90 + 85 + 45 + 85 ) ÷ ( 1 + 1 +1 +1 )
