Performance indexes are calculated differently but are all shown in reports as a blue line. All index values indicate how good the results are: the higher the index value, the better your performance.
For example: if the survey question is "Please rate our service today", and the index value is 60 on Monday and 80 on Tuesday, it means that customers are more satisfied with the service on Tuesday than on Monday. The index value can be used to compare the results of different time periods and locations.
Happy Index
Happy Index is an arithmetic mean of the smiley responses. It can range from 0 to 100.
For example, you have:
- 126 very positive feedback responses
- 60 positive feedback responses
- 16 negative feedback responses
- 17 very negative feedback responses
Placing these numbers into the formula gives you a Happy Index of 78.
When using a 5-scale survey, the calculation is as follows:
For example, you have:
- 51 very positive feedback responses
- 23 positive feedback responses
- 12 neutral responses
- 2 negative feedback responses
- 4+ very negative feedback responses
Placing these numbers into the formula gives you a Happy Index of 81.
Average
Average index is an arithmetic mean of the smiley responses. It can range from 1 to 5. It has been specifically designed to be used with 5-scale surveys.
For example, you have:
- 51 very positive feedback responses
- 23 positive feedback responses
- 12 neutral feedback responses
- 4 negative feedback responses
- 1 very negative feedback responses
Placing these numbers into the formula gives you an average of 4,25.