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 )