Satisfaction Report Analysis and Insights
The Satisfaction Report provides comprehensive analysis of satisfaction survey data, automatically generated when your survey title contains "satisfaction" and dimensions are configured. This report offers detailed insights into satisfaction scores, dimension comparisons, organizational structure analysis, and option distribution statistics.
Report Components
The Satisfaction Report consists of five main sections:
1. Satisfaction Score: Calculates overall satisfaction score based on all dimension values
2. Satisfaction Category Comparison: Compares satisfaction scores across different departments, age groups, education levels, and other background categories
3. Organizational Structure Satisfaction Report: Displays reports for different departments, regions, branches/subsidiaries, schools/grades/classes, and districts
4. Dimension Option Distribution: Shows satisfaction rate, general rate, and complaint rate based on option distribution statistics for each dimension
5. Dimension Question Scores: Displays scores for questions bound to each dimension
Setting Up the Satisfaction Report
To generate a Satisfaction Report, you need to complete the following setup steps:
Step 1: Enter Questions and Set Scores
After entering your questions, you need to set scores for the corresponding question options. For rating questions, assign different scores to each option to enable accurate satisfaction calculations.
Note: You can quickly import questions using the template import feature. either use our system templates directly or leverage AI to create a satisfaction survey.
Step 2: Configure Dimensions
Set up dimensions and bind relevant questions to each dimension. This allows the system to calculate satisfaction scores for each dimension separately.
Important: After completing dimension setup, make sure your survey title contains the word "satisfaction" . If it doesn't, please add it to enable the Satisfaction Report feature.
Step 3: Test and Submit Responses
After completing all settings, publish your survey and test it by clicking the survey link to submit responses. Once responses are collected, you can view the Satisfaction Report on the "Analysis & Download" page.
Accessing the Report
1. Navigate to the "Analyze Your Results" page of your survey
2. The Satisfaction Report tab will automatically appear when your survey title contains "satisfaction" and dimensions are configured
Satisfaction Score Calculation Methods
You can download the responses by score and then view the response details.
1. Without Dimension Binding:
Rating Single Choice Questions:
Example: 1 five-point question and 1 two-point question with response data as follows:
Raw response data table:
| Index | Submitted | Time Spent | Collector | 1. Rating | 2. Rate the Choice | Question Total Value |
|---|---|---|---|---|---|---|
| 1 | 11/13 2025 | 6s | Link | 4 | 1 | 5 |
| 2 | 11/13 2025 | 4s | Link | 3 | 1 | 4 |
| 3 | 11/13 2025 | 4s | Link | 5 | 1 | 6 |
The table above shows 3 respondents' answers. Question 1 is a 5-point question (scores: 4, 3, 5), and Question 2 is a 2-point question (scores: 1, 1, 1).
- Average Score: Satisfaction Total Score = (5+2)/2 = 3.5, Satisfaction Score = Average of question option scores / Number of questions = [(4+3+5)/3 + (1+1+1)/3] / 2 = 2.5
- Total Score: Satisfaction Total Score = 5+2 = 7, Satisfaction Score = Sum of question option score averages = (4+3+5)/3 + (1+1+1)/3 = 5
Rating Checkbox Choice Questions:
Score equals sum of all selected option scores
Example: 1 rating multiple choice question (5 options with scores 1-5 respectively) and 1 five-point rating single choice question
| Index | Submitted | Time Spent | Collector | 1. Rating | 2. Rate the Choice | Question Total Value |
|---|---|---|---|---|---|---|
| 1 | 11/13 2025 | 22s | Link | 4 | 7 | 11 |
| 2 | 11/13 2025 | 14s | Link | 3 | 14 | 17 |
| 3 | 11/13 2025 | 5s | Link | 1 | 1 | 2 |
- Average Score: Satisfaction Total Score = Average of question option scores / Number of questions = [(1+2+3+4+5)+5] / 2 = 10, Satisfaction Score = [(7+14+1)/3 + (4+3+1)/3] / 2 = 5
- Total Score: Satisfaction Total Score = Average of question option scores = (1+2+3+4+5)+5 = 20, Satisfaction Score = (7+14+1)/3 + (4+3+1)/3 = 10
Matrix Scale Questions:
Treated as multiple rating single choice questions divided by number of dimensions
Example: 1 two-dimension five-point matrix scale question and 1 rating single choice question
| Index | Submitted | Time Spent | Collector | 1. Matrix Rating | 1. Function | 2. Rate the Choice | Question Total Value |
|---|---|---|---|---|---|---|---|
| 1 | 11/13 2025 | 7s | Link | 1 | 3 | 1 | 5 |
| 2 | 11/13 2025 | 5s | Link | 2 | 4 | 1 | 7 |
| 3 | 11/13 2025 | 4s | Link | 5 | 4 | 1 | 10 |
- Average Score: Satisfaction Total Score = (5+2)/2 = 3.5, Satisfaction Score = Average of question option scores / Number of questions = [[[(1+3)/2 + (2+4)/2 + (5+4)/2]] / 3 + (1+1+1)/3] / 2 = 2.08
- Total Score: Satisfaction Total Score = 5+2 = 7, Satisfaction Score = Sum of question option score averages = [[[(1+3)/2 + (2+4)/2 + (5+4)/2]] / 3 + (1+1+1)/3] = 4.17
2. With Dimension Binding:
Calculating Overall Satisfaction Score:
1. First, calculate the average score for each question
2. Then, calculate each dimension's average score by averaging all question scores bound to that dimension:
Taking the "Compensation" dimension as an example, this dimension is linked to 6 survey questions. The average scores for these individual questions are 3.75, 3.625, 3.25, 3.75, 4.125, and 4, respectively. Therefore, the overall average score for the "Compensation" dimension is calculated as follows: (3.75 + 3.625 + 3.25 + 3.75 + 4.125 + 4) / 6 = 3.75.
3. Finally, calculate overall satisfaction score by averaging all dimension average scores (average score) or summing them (total score)
Raw response data table:
| Index | Submitted | Time Spent | Collector | Question 1 | Question 2 |
Question 3 | Dimension 1 |
Dimension 2 |
Dimension Total Value | Question Total Value |
|---|---|---|---|---|---|---|---|---|---|---|
| 1 | 11/13 2025 | 5s | Link | 1 | 3 | 5 | 2 | 5 | 7 | 9 |
| 2 | 11/13 2025 | 6s | Link | 2 | 3 | 1 | 2.5 | 1 | 3.5 | 6 |
| 3 | 11/13 2025 | 5s | Link | 5 | 3 | 5 | 4 | 5 | 9 | 13 |
| 4 | 11/13 2025 | 5s | Link | 2 | 3 | 2 | 2.5 | 2 | 4.5 | 7 |
The table above shows 4 respondents' answers. Dimension 1 binds Question 1 and Question 2, Dimension 2 binds Question 3. All questions are 5-point single choice questions.
Calculation process:
- Question 1 average: (1+2+5+2)/4 = 2.5
- Question 2 average: (3+3+3+3)/4 =3
- Question 3 average: (5+1+5+2)/4 = 3.25
- Dimension 1 average: (2.5+3)/2 = 2.75
- Dimension 2 average: 3.25
- Average Score: Satisfaction Total Score = (5+5)/2 = 5, Satisfaction Score = Average of dimension average scores = (3.25 +2.75) / 2 = 3
- Total Score: Satisfaction Total Score = 5+5 = 10, Satisfaction Score = Sum of dimension average scores = 3.25 + 2.75 = 6
3. With Dimension Weights:
When dimension weights are set, satisfaction score equals sum of dimension average scores multiplied by their respective weights
Example: Dimension 1 binds questions 1 and 2, Dimension 2 binds question 3. All questions are five-point single choice questions. Dimension 1 weight is set to 40%, Dimension 2 weight is set to 60%
Satisfaction Total Score = (5+5)/2 = 5, Satisfaction Score = Sum of (dimension average score × weight) = 2.75 × 0.4 +3.25 × 0.6 = 3.05
Note: Score calculation method (average/total) cannot be switched when weights are configured
Overall Satisfaction Question/Dimension
How to Identificate:
A rating question containing keywords "overall satisfaction"."overall satisfied","overall satisfactorily","overall satisfy" in its question `stem will be identified as an overall satisfaction question. Keywords can be separated and still be recognized.
How to calculate satisfaction Score:
- When an overall satisfaction question exists, the overall satisfaction score equals that question's score
- When multiple overall satisfaction questions exist, you can switch between them
- When an overall satisfaction dimension exists, that dimension's score equals the satisfaction score
- Score calculation method (average/total) cannot be switched when overall satisfaction question/dimension exists
Satisfaction Rate, General Rate, and Complaint Rate
These rates are calculated based on option distribution percentages: 40% for satisfaction rate, 20% for general rate, and 40% for complaint rate
- Satisfaction Rate: Percentage of options with highest scores (top 40% of options sorted by score from high to low)
- General Rate: Percentage of middle-scoring options (middle 20% of options)
- Complaint Rate: Percentage of options with lowest scores (bottom 40% of options sorted by score from high to low)
Detailed Calculation Example:
The system automatically assigns options to satisfaction rate, general rate, and complaint rate based on their scores from high to low. Whether you create your own questions and options or use standard templates, the system will distribute options according to their scores.
Example:
If there are 5 responses with the following distribution:
- "Satisfied" and "Very Satisfied" (highest scoring options): 3 selections
- "Average": 1 selection
- "Very Dissatisfied" and "Dissatisfied" (lowest scoring options): 1 selection
Total: 5 responses
How to calculate:
- Satisfaction Rate = 3 ÷ 5 × 100% = 60%
- General Rate = 1 ÷ 5 × 100% = 20%
- Complaint Rate = 1 ÷ 5 × 100% = 20%
Important Notes:
- It is recommended to set 5 or 10 options for rating questions
- When some options are set as non-scoring, exclude them first before calculating rates. The distribution follows specific rules based on total number of scoring options.
Satisfaction Index and Complaint Index
If question without Overall Satisfaction Question/Dimension:
- Satisfaction Index: Average of all dimension/question satisfaction rates
- Complaint Index: Average of all dimension/question complaint rates
If question with Overall Satisfaction Question/Dimension:
- Satisfaction Index: Satisfaction rate of the overall satisfaction question/dimension
- Complaint Index: Complaint rate of the overall satisfaction question/dimension
Loyalty Index
How to identificate:
- When no dimensions are set, questions containing the keyword "again" in their stem are identified as loyalty questions
- When multiple questions are identified as loyalty questions, the first one is used by default
- You can switch loyalty questions in survey settings, similar to switching satisfaction organizational structure
How to calculate :
- Loyalty Index: Calculated using the same method as satisfaction rate index
- Loyalty Options: Top 40% of options sorted by score from high to low
- Abandonment Options : Options: Bottom 40% of options sorted by score from high to low
- Wavering Options : Remaining options after loyalty and defection options are identified
NPS (Net Promoter Score)
NPS categorizes respondents into three groups:
- Detractors: Scores 0-6
- Passives: Scores 7-8
- Promoters: Scores 9-10
Net Promoter Score = Percentage of Promoters - Percentage of Detractors. Click here to learn more about the NPS calculation.
SWOT Analysis
How to Identify:
SWOT analysis is automatically generated based on the following conditions:
- Without overall satisfaction question/dimension: NPS question and other scale questions or dimensions (NPS must not be bound to a dimension)
- With overall satisfaction dimension: Overall satisfaction dimension and other dimensions
- With overall satisfaction question: Overall satisfaction question and other questions (can switch when multiple overall satisfaction questions exist)
- When both overall satisfaction question and NPS question exist: Domestic version uses NPS as primary, international version uses overall satisfaction as primary
Organizational Structure Comparison
This section displays satisfaction reports for different organizational structures such as departments, regions, branches/subsidiaries, schools/grades/classes, and districts
1. Select the organizational structure field from your survey (e.g., department, region)
2. The system calculates satisfaction scores for each organizational unit based on responses from that unit
Raw response data table:
| Index | Submitted | Time Spent | Collector | Question 1 | Question 2 | Question 3 | 4. Your Department | Question Total Value |
|---|---|---|---|---|---|---|---|---|
| 1 | 11/13 2025 | 11s | Link | 2 | 4 | 2 | Human Resources | 8 |
| 2 | 11/13 2025 | 9s | Link | 1 | 5 | 2 | Research and Development | 8 |
| 3 | 11/13 2025 | 7s | Link | 5 | 2 | 5 | Marketing Department | 12 |
How to calculate:
The department score is equal to the average score of all the questions under that department.
example：
Human Resources score：(2+4+2)/3=2.67
Research and Development score: (1+5+2)/3=2.67
Marketing Department score : (5+2+5)=4
Satisfaction Category Comparison
Compare satisfaction scores across different background categories such as departments, age groups, education levels, etc.
1. The comparison uses the same calculation method as organizational structure satisfaction reports
2. Select the comparison field from your survey (must be a choice question)
3. View satisfaction scores for each category across all dimensions
Detailed Calculation Rules:
Category comparison can be based on choice questions in your survey, such as gender, department, education level, etc. The following example uses department as the comparison category to explain the calculation rules.
For each dimension row, the system displays the average scores for each department in that dimension. The calculation rule is:
Department Score in a Dimension = Sum of Scores for that Department in that Dimension ÷ Number of Respondents from that Department
Example: For the "Compensation" dimension, if the Customer Service Department has 2 respondents with scores of 5 and 3:
1. Sum the scores: 5 + 3 = 8
2. Divide by number of respondents: 8 ÷ 2 = 4
3. The score for Customer Service Department in the "Compensation" row is 4
Dimension Average Score Calculation:
The "Dimension Average Score" column shows the average score across all departments for that dimension. The calculation rule is:
1. Sum all scores from all departments in that dimension
2. Divide by the total number of respondents across all departments
Example: If the total score across all departments is 22 and there are 6 respondents total, then Dimension Average Score = 22 ÷ 6 ≈ 3.67
Important Note: When calculating the dimension average score, always sum all scores from all departments in that dimension first, then divide by the total number of respondents to get the dimension average score.
Important Notes
- The Satisfaction Report is automatically generated when your survey title contains "satisfaction" and dimensions are configured
- It is recommended to set 5 or 10 options for rating questions to ensure accurate rate calculations
- You can switch between average and total calculation methods unless dimension weights or overall satisfaction questions/dimensions are configured
- When calculating satisfaction/complaint rates, non-scoring options are excluded first, then the standard distribution rules are applied
FAQs
Q1: Why can't I see the Satisfaction Report tab?
A: The Satisfaction Report tab only appears when your survey title contains the word "satisfaction" and dimensions are configured. Please check:
1. Ensure your survey title includes "satisfaction"
2. Verify that you have collected at least one response
Q2: How do I set scores for question options?
A: When editing a rating question, click on each option to set its score. It's important to assign different scores to each option to ensure accurate satisfaction calculations. You can use the template import feature or AI to create questions with pre-configured scores.
Q3: What's the difference between Average Score and Total Score calculation methods?
A: Average Score divides the total by the number of questions/dimensions, while Total Score sums all values. Average Score provides a normalized score (typically 1-5), while Total Score gives an aggregate value. You can switch between methods unless dimension weights or overall satisfaction questions/dimensions are configured.
Q4: How are satisfaction rate, general rate, and complaint rate calculated?
A: The system automatically distributes options into three categories based on their scores (sorted from high to low):
- Satisfaction Rate: Top 40% of options (highest scores)
- General Rate: Middle 20% of options
- Complaint Rate: Bottom 40% of options (lowest scores)
The rates are calculated as the percentage of responses selecting options in each category.
Q5: Can I use my own questions instead of templates?
A: Yes, you can create your own questions. Just make sure to:
1. Set different scores for each option
2. Configure dimensions and bind questions to them
3. Include "satisfaction" in your survey title
Q6: Why can't I switch between Average and Total calculation methods?
A: The calculation method cannot be switched when:
1. Dimension weights are configured
2. Overall satisfaction questions or dimensions are set
In these cases, the system uses a fixed calculation method to ensure consistency.
Q7: How many options should I set for rating questions?
A: It is recommended to set 5 or 10 options for rating questions. This ensures accurate rate calculations and provides a good balance between granularity and simplicity for respondents.
Q8: What happens if I have non-scoring options?
A: Non-scoring options are excluded first before calculating satisfaction/complaint rates. The system then applies the standard distribution rules (40% satisfaction, 20% general, 40% complaint) based on the remaining scoring options.
