In this 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.
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).
Weighted Average - Each question response is counted equally. The score is 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 have a greater weight with this calculation (because they received fewer responses than other questions).
( Average of Q1 scores + Average of Q2 scores + Average of Q3 scores + … )
( # of Questions )
- 60 guests in total took the survey.
- 50 of them answered Question 1 with an average of 10
- 25 answered Question 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 )
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 )
For more information on how scores are calculated, see the score calculation article.