How to calculate the percentage of satisfaction questionnaire?

The formula is: Percent of Patient Satisfaction Questionnaire = (Satisfied Number? X 3)/ (number of satisfied people? X 3+ number of satisfied people X 2+ number of dissatisfied people X 1)X 100%

First, the satisfaction questionnaire matters needing attention:

1, design a professional questionnaire. Many people think that anyone can do questionnaire design. That's why China's website is full of all kinds of horrible surveys today. These surveys are rarely scientifically designed. The wording of the survey question is very emotional and suggestive. Content classification is either overlapping or confusing, and there are many explanations, and uncommon words or specific words are often used. Using these clumsy questionnaires, the survey results can usually be guessed without looking. People can even "investigate" the data of any preset conclusion.

2. The content of satisfaction evaluation should keep pace with the times, and customers should not be expected to be "100% satisfied". The media has reported that some enterprises have achieved 100% excellent results in customer satisfaction evaluation. Unless your client is an idiot or your questionnaire is poorly designed, generally speaking, a score of 100% is hard to imagine. There are so many questions in the questionnaire, and each question has a choice of "very satisfied, satisfied, average, dissatisfied, very dissatisfied". It is hard to imagine that all the respondents give a "very satisfactory" answer to every question in a consistent way. Even if the respondents affirm the continuous improvement of enterprises in some aspects, our questionnaire cannot be limited to a few fields. The choice of customers, the circulation of information and rising expectations in the market all determine that enterprises must constantly introduce new measures to meet new expectations. The design of satisfaction should be constantly improved to truly measure the complete thoughts and feelings of customers.

3. The factors affecting customer satisfaction have different weights. The purpose of measuring customer satisfaction is to improve the products and services provided to customers and the customer experience. The resources of an enterprise are limited, and it is impossible to solve all the problems that affect customer satisfaction at once. Usually, it should give priority to and focus on solving those problems that have a great impact for a period of time.

4. High satisfaction does not necessarily mean high loyalty. Satisfied customers are not necessarily loyal customers. Only when you are satisfied with the products and services you buy and use, willing to use them all the time or buy them again, and recommend them to your friends, is it a sign of loyal customers. Customer loyalty is also related to the fierce competition in the industry. Generally speaking, the telecommunications industry is a field with low satisfaction and high loyalty, while the computer and automobile industries are relatively high satisfaction and low loyalty. When the purpose of enterprise survey is to understand or predict customer loyalty, it should not be easily deduced from the satisfaction index.

5. Expectation affects customer satisfaction. Generally speaking, the level of expectation affects customers' evaluation of products and services, and it is easier to raise customers' expectations than to lower them. Sometimes some customers are satisfied, not necessarily because the company's performance is excellent, but because customers have not experienced quality service and are not comparable. Usually, passengers on domestic flights will compare the on-board service with the train service, and many of them will be very satisfied. However, once some passengers have enjoyed (or learned about) international services such as Singapore Airlines, their service evaluation of China Eastern Airlines, Air China Airlines or China Southern Airlines will be completely different, not to mention those local airlines that are struggling to find. Due to the disparity of economic development levels in different regions of China, it is not surprising that we often see high customer satisfaction in backward regions in a national enterprise that unifies products and services. With the development of economy and the circulation of information, the expectations of customers everywhere will continue to rise, and the opposite trend is rarely seen.