Real talk 2.0: join us on October 4th for an interactive CX day celebration
Did you know that this year’s CX Day will mark 10 years of this global celebration? CX practitioners across the globe will once again raise a glass and celebrate efforts invested in improving products and services. As a leading CX magazine, we proudly announce that on October 4th at 5.30 pm. UK time, we will…
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Easy in/Easy out
The law is simple to describe, fair and useful: It should be as easy to unsubscribe from an online service as it is to sign up. Other than powerful brand bullies, who is against this? It took me five minutes to sign up for a data connection for my car a few years ago. Yesterday, […]
The last 1%
If you apply for something with a 99% rejection rate (which is more common than it sounds–job openings, sales pitches, fellowships, journals, etc.) that’s pretty close to 100%. Something with a 99% certainty is generally considered a sure thing. Hence this Journal, which promises to reject every single person who submits an article. The absurdity […]
Comparing CSAT results with two different ranking scales
Hi all,
I am working on project where I am comparing two different CSAT surveys. One was completed in 2020 with a ranking scale of 1 (very dissatisfied) – 10 (very satisfied) and the other completed in 2022 with a 1 (very satisfied) – 5 (very satisfied).
We will be running these CSATs every 6 months with the 1-5 ranking scale going forward so I’m trying to understand how to convert the survey done in 2020 so it can be included in the comparison analysis with the surveys with a 1-5 ranking scale.
M solution as of now is that I have converted each individual response using a 1-10 ranking scale from the 2020 survey with a the attached conversion table. After converting each response to the 1-5 scale, I ran averages and t-tests to compare each question.
Is the a valid route? or should I run the averages of the 2020 survey (1-10 scale) for each question, then convert the question averages to the 1-5 scale, then then run the t-test?
Any advice is helpful, Thank you!
submitted by /u/BeansJC
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“And we also”
The simplest way to run a business is to have no also. We maximize profit, period. At least you’re being honest about it. If you say, “and we also care about the environment,” or “we also care about our people and treat them like family,” or even, “we’re here to serve our customers…” now you’re […]
The grassroots
Starting at the top seems like great advice. Deal with the people with power and authority. Except… Power and authority aren’t often in the same place. The real power is usually foundational. What happens when humans interact. The way things are around here. Often, the people who are ostensibly in charge are simply choosing from […]
This week in CX: Reputation, Salesforce, and Qualtrics
Happy Friday! We’re bringing you the latest roundup of industry news. This Friday, we’re looking at new Gartner research, the upcoming launch of Starbucks Odyssey, latest updates by Reputation, and what to expect from the partnership between Sprout Social and Salesforce. Key news Reputation, the global leader in reputation experience management, announced the appointment of a…
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The 2023 edition of the US Customer Experience Awards is open for entries
We are delighted to announce the start of the US Customer Experience AwardsTM ’23, a premium awards program celebrating top results and achievements in CX across the United States. As of September 12th, the second annual edition of USCXATM is officially accepting entries. Organizations from the U.S. are invited to showcase their achievements, submit their…
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What is Call Center Shrinkage?
On a good day a call center can run a well-oiled machine,
The post What is Call Center Shrinkage? first appeared on Fonolo.