I disagree if I understand your message. I ran a 40 million dollar service business in the pulp and paper industry. About 8% of customers respond. Of those 8% there are basic averages -- the scale was 1-10. Anything below a 6 received IMMEDIATE attention from my team. Look up on the web : ------- Net Promoter Score------ and see how it works!
And you can certainly look at averages but AVERAGES ARE MEANINGLESS as you mentioned... What you are most concerned about is the number of low scoress you get and does the trend show it getting worst! If you have a better idea please list it here. I believe the people that play the courses are the ones complaining the last 12 months. So instead of trying to measure sentences and words and angry paragraphs and trying to interpret that data , use a simple survey.. NPS -- I believe-- while used more for profit and loss-- could be used for this situation.. When they want to increase our monthly fees and they get too many low scores, then they will have a hard time justifying that increase when the courses are rated low..
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