Customer Satisfaction Scale
Satisfaction scales are used to measure customer approval on written or Internet surveys. There are several different ways to set up scales, each with their own pros and cons. It is important to choose an appropriate satisfaction scale for the measurement that is being made.
What is a Satisfaction Scale?
Psychologist Rensis Likert invented the basis of the most common satisfaction scale. Sometimes called Likert scales, these questions offer respondents the opportunity to agree or disagree with a given statement. Not all Likert scales are the same because there are advantages and disadvantages to setting them up in various ways.
When asked to respond to a statement, a satisfaction scale may use