Answer

How is the satisfaction rate for a question calculated?

The satisfaction rate of a question is calculated to give you an overall percentage of how satisfied your respondents are with your products and services.
 
This calculation is only applicable to questions which require the respondent to select their level of satisfaction, for example:
 
 
 
When each respondent answers this type of question, it is totalled within the results. When you view the results for this particular question you will be able to see how many respondents chose each answer choice.

By using this information, the satisfaction rate can be calculated.

The satisfaction rate is calculated in three steps;

1. The first step is to calculate the 
Maximum Possible Value.
 

Each answer choice, or column heading, within the satisfaction question is assigned a value starting from 0 , which increases depending on the amount of options. (NB - In single answer questions, all of the answer choices are counted. In matrix questions, only the number of columns are counted).

For example:

Strongly Disagree = 0
Disagree = 1
Slightly Disagree = 2
Slightly Agree = 3
Agree = 4
Strongly Agree = 5

The total number of times that each answer choice was selected by the respondents now needs to be calculated.

 
 
This total is then multiplied by the maximum value for the question's answer choices or column headings. 
In this case, the maximum value is 5.

The total of this equation gives us the Maximum Possible Value.
 
 
 
2. The second step is to calculate the Actual Total Value. To do this, the total that each answer choice was selected is multiplied by the value of each answer choice or column heading.
 

 
The resulting total for each answer choice or column heading is then added together. This will give us the Actual Total Response Rate.
 
 
 
3. The final step is to calculate the satisfaction rate. This is done by dividing the Actual Total Value with the Maximum Possible Total Value and then multiplying by 100 to give us a percentage. This percentage is then applied as the satisfaction rate for that question.

In this example, the satisfaction rate would be: 81.15%