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Erseburse
Erseburse
Contributor ⭐️⭐️⭐️⭐️
November 16, 2020
Solved

How to setup a scorecard rule with a non-numeric question on a satisfaction survey?

  • November 16, 2020
  • 11 replies
  • 183 views

HI all:

 

Has anyone successfully setup a scorecard metric to be based on a survey response that is nont numeric in nature? So for example, we are asking folks “how likely are they to renew with us” and its not on a scale of 1-10, rather the options are:

  • Very likely
  • Likely
  • Neutral
  • Unlikely
  • Very Unlikely
  • Not applicable

 

Any ideas/best practices on how folks make a question like this impact their Scorecard?

 

Thanks,

Alex

Best answer by dan_ahrens

In that case what you might want to do is create an MDA table where you create a record for each survey response and convert the survey response into a score of 1 (for responses you consider green), 0 (for responses you consider neutral), -1 (for responses you consider negative).

 

Then you can set the score by using an average of all scores for that company within an appropriate time frame (maybe 90 days). If the average is greater than 0, set score to green; less than 0, set score to red, 0, set score to yellow. 

 

This is just one way to do it and would depend on how many responses you’re getting and how impactful they are determined to be in calculating the health score. 

11 replies

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john_apple
john_apple
Expert ⭐️
November 19, 2020

wow, thanks everyone! @john_apple  - do you know if you can do that AFTER the fact of setting up a survey? And will the answer scale retroact to responses that have been submitted?


Good question - I know you can add scoring to the question after the survey is active but I don’t think it calculates on already submitted surveys

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