Viewing responses within a survey is a tedious job, especially if there are several questions and respondents. For a user, opening each response to derive sentiment and an outcome can take days. With an intention to associate a qualitative measure to surveys, Birdeye offers ‘Overall Score’ that highlights a sentiment score for each respondent.

Analyzing the overall score allows a surveyor to instantly measure the reactions and sentiments of respondents in a quantitative mode without digging deep into the wordy answers. Within the overall score, green denotes promoters, yellow displays passive, and red highlights the detractors.

Who are Promoters, Passives, and Detractors?

Promoters (9 and above score) - Customers in this category express positive sentiments about your business. They are loyal and perceived as the brand ambassadors of your business. They contribute to business growth by continuing to buy your products/services and telling others to do the same.

Passives (7 to 8.9 score) - Customers in this category express neutral sentiment. They are satisfied enough, but they are not enthusiastic about your brand, making them vulnerable to competitive offerings.

Detractors (0 to 6.9 score) - Customers in this category express negative sentiments. These are unhappy customers, likely to damage your brand reputation and hinder business growth by spreading negative word-of-mouth.

An overall rating can be derived from surveys where respondents answer any of the following question types:

Rating: A rating question can be used in a variety of use cases to determine customer experience. Rating questions are used to ask respondents to rate anything on a point scale. Birdeye provides a point scale of minimum 5 to a maximum of 10. 

NPS question: Net Promoter Score (NPS) is a time-tested customer satisfaction measurement tool that can be used to gauge the loyalty of a firm's customer relationships. NPS is always measured on an 11 point scale - 0 to 10 points.

Matrix rating: This question can be used to derive customer feedback for different micro-elements of a business or product. It allows the respondent to rate statements on a '5-point' sentiment scale. 

Calculation of 'Overall Score'

The calculation of an overall rating score is fairly easy and is entirely dependent on the answers. In order to accurately calculate the overall response score of each respondent, we need to multiply the sum of ratings derived from the above-mentioned question types with ten.

Overall Score = (Sum of all NPS, rating and matrix rating scores in a survey/maximum possible NPS, rating and matrix rating score) x 10. Follow the example below: 

An overall score is displayed twice within 'View responses' for easy access to surveyors. You have the option of viewing it right from the response list, or by clicking on individual response.