Unlike the simple average, the weighted average is influenced by the volume of responses for survey questions that are associated with specific departments.
This average is weighted with respect to the number of guest responses and not just the straight average. If each question on your survey had the same number of responses per question, then it would make sense to calculate the simple average. Since that is not the case and each question does 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.
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:
- Check In
- Check Out
See the chart below:
Therefore, it has more "weight" than question #3 with only 2 responses.
|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|
Weighted Average (1670/20)=
Average of Averages (90+85+45+85/4)=
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 .
For additional information on surveys, reporting see our Surveys Reporting Training Video.