A colleague recently emailed me, asking, “Can you please tell me what is the net promoter score (NPS) for all responses to this question:”
To what extent do you believe that {{organization X}} will use your answers to this survey to improve its work?
That is what we call a benchmark. The average for a group is a useful reference value when you want to know whether your performance is good, average, or poor. She wanted to know so she could advise a Keystone client as to whether their community of responses was good or bad. This is why we built the Feedback Commons. But in case this sounds trivial, let me illustrate all the ways that benchmarking can be harder than it sounds.
Me: Sure. That takes a database query. Not hard…
- I found the questions out of 800+ that we have absorbed from past surveys that most-closely match the question she asked.
#136: Do you feel that {{org}} will use your answers to this survey to improve its services? #545: Do you expect that {{org}} will use the feedback from this survey to improve its work? #1298: I am sure that {{org}} will use my answers to this survey to improve its services. #1433: I think that {{org}} will use my answers to this survey to improve its services. [---]: *Do you believe {{org}} will use your feedback in this survey effectively? * That last question was not on a 0-10 scale, but rather used a 5-point likert fromscale responses are so not comparable/mergable with the rest.
2. I Fetched all responses to any of these questions from a mongo database (built to handle unstructured data like surveys) and merged them into one long list of numbers.
data = list(mongodb.find({'$or':[{'q136':{'$exists':True}}, {'q545':{'$exists':True}}, {'q1298':{'$exists':True}}, {'q1433':{'$exists':True}}]},{'q136':1,'q545':1,'q1298':1,'q1433':1})) 4144 responses in all
Question: On a scale of 0 to 10, how much do you feel that {{org}} will use your answers to this survey to improve its services?The answer is 7.8
- Log in to FeedbackCommons.org.
- Go to Survey Builder.
- Click
to analyze a survey where this question was asked.
- Read the benchmark from the chart:
