¡Hey!
A company wants to transition its satisfaction metrics (CSAT) process. Currently, their scale is from 0 to 10 instead of 1 to 5, similar to an NPS scale.
Our proposal is to group or normalize the scale as follows: 0, 1, and 2 = 1 3, 4, and 5 = 2 6 and 7 = 3 8 and 9 = 4 10 = 5
What would you do?
A more scientific way of doing this would be to ask both questions for a while to see how the numbers are correlated. I’ve done something similar in the past that I included below. However, I used a descriptive rather than number scale - I’m not a fan of number scales in general since they’re more open to interpretation rather than asking someone to identify how they actually feel about their experience. Another thing to be aware of is that different industries and audiences may not align to the below 100%. So take the below with a grain of salt.
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