Customer Feedback Interview Question:

Why not to use average scores as an indicator?

Submitted by: Muhammad

It's easy to succumb to the temptation to grade your customer satisfaction in terms of your overall score across all clients. For example, if you have an average score of 8 on scale questions, you might be really satisfied.
But the trick is to dive deeper and see which clients are disgruntled. The idea is to motivate yourself to please these disgruntled clients. To that end, Grading yourself on a tough curve, using the following values:
❅ Scores of 1-6: Disgruntled. Grade yourself with a -2 score.
❅ Scores of 7-8: Neutral. Grade yourself with a 0 score.
❅ Scores of 9-10: Delighted. Grade yourself with a +1 score.
Submitted by: Muhammad