Best Scale for Satisfaction Scores
I know that the topic of scale intervals has been widely debated over the years. My company is in healthcare (in-home preventive health screening). We survey every patient post encounter (invite to web survey). We ask about 10 questions regarding their experience. Sat scores are shared with our health insurance customers as per contact. We are currently using a healthcare survey platform vendor whose methodology is based solely on a 4-point Likert scale (No / Yes somewhat / Yes, mostly / Yes, definitely). I always found this scale to be not granular enough. We are changing survey vendors and now have the luxury to change our scales. I am considering 2 scales: 1 to 5 (very dissat, dissat, neither/nor, sat, very sat) and 1 to 10 (extremely dissat to extremely sat with no text labels in-between). Which is best? Respondents will often not want to give the “top” score along a scale, even if they are extremely satisfied. That mans a lot of 4s on a 1-5 scale which equals 75% (scale is weighted 0%, 25%, 50%, 75%, 10 submitted by /u/PeekFrean [link] [comments]