Department Scores allow you to easily measure department performance based on survey results. Compare the performance of departments across multiple properties at the corporate level, or the performance of multiple departments at the property level using this reporting feature.
Department scores allow you to set up departments for your account and assign specific survey questions to each one.
Jump to
- Setting up departments
- Assigning survey questions to departments
- Generating a department scores report
- Department scores explained
Important features of Department Scores to note
- Reporting: Assign questions to departments so that you can report on them and track performance in your guest satisfaction reports
- Goals: You can set goals for departments or survey questions to be measured at the property or corporate level
Roles that benefit from using Department Scores
- Property managers: Know how you are performing on key metrics (that may relate to compensation)
- Corporate operations admin: See scores and report on a specific set of questions that are important to measure and share among your organization
- Corporate operations user: See how each property is doing in your key departments, especially highlighting changes or targets met to reach a goal
Setting up departments
To set up departments, you must be a Survey Admin of the account.
Select and click:
>Surveys >Administration >Departments
Once you navigate to the Manage Departments page, you can easily add departments and set individual department goals. It is also possible to edit and delete departments once they are created.
Assigning survey questions to departments
To set up departments, you will need to be a *Survey Admin* of the account.
Select and click:
>Surveys >Survey Editor
Once you have navigated to your Survey Editor locate the question that you would like to have assigned to a department and click edit. A pop-up will generate - here you can easily select the department(s) you would like associated with that specific question.
Note: you can associate more than one department to any given question.
Generating a Department Score report
Your Department Scores are found within Surveys Reports. To access the Department Scores Select and click
>Reports>Surveys>Department Trends.
*Note: within your Department Scores report, there is a “responses” toggle option. The responses count corresponds to the number of times a guest answered each question within the department in all surveys. This means that the department score count will not be the same as the count of all surveys where someone answered at least one question associated with the department score.
Department response count = the total number of responses that the department received for any question associated with that department score
Department Score Explanation
Department scores are calculated using weighted averages. If each question on your survey had the same number of responses per question, it would make sense to calculate the simple average. Since that’s not the case and each question can have a different response count, you will want to weight each question accordingly.
We use the weighted average for Department Scores within the Revinate platform today for all reporting.
EXAMPLE
If we are looking for an overall department score for "Front Desk" which for this example we can say consists of 4 questions within a survey:
- Friendliness
- Helpfulness
- Check In
- Check Out
See the chart below:
Question #1 had 10 responses and an overall score of 90. Therefore, it has more "weight" than question #3 with only 2 responses.
To get the weighted average for "Front Desk", we will need to multiply the overall score of each question by the number of guest responses to each question, and then add the results to get a total value.
|
Questions |
Scores |
Responses |
Score* Number of Responses |
|
Front Desk: Friendliness |
90 |
10 |
900 |
|
Front Desk: Helpfulness |
85 |
4 |
340 |
|
Front Desk: Check In |
45 |
2 |
90 |
|
Front Desk: Check Out |
85 |
4 |
340 |
|
Totals |
|
20 |
1670 |
|
|
Weighted Average (1670/20)= |
|
83.5 |
|
|
Average of Averages (90+85+45+85/4)= |
|
76.25 |
From this point you will need to divide the total value,1670, by the number of responses, 20, to get the weighted department score average of 83.5 .