Customer Satisfaction Index

The Mineful customer satisfaction index analysis combines question weights with the value of each response to produce a single 100-point scale index.

The Mineful Satisfaction Index is calculated in a simple manner. It takes in a total of at most 5 questions. As a user you can enter the weight that you want to attach to the specific question. For example, you may choose to have the following questions at an overall level for the customer satisfaction index and the corresponding weights.

Question Weight
Satisfaction with product / service 25
Willingness to use in the future 35
Level of differentiation from competitors in the industry 15
Willingness to recommend 15

Based on the customer responses that are received, each response is allotted a value of the rating scale minus one times the question weight. The sum of this for all the question is then scaled to produce a 100-point index. See formula below and an example for one response.

Customer Satisfaction Index formula
Question Weight Response
Weighted Average
Response
Satisfaction with product / service 25 7 (7-1)*.25
Willingness to use in the future 35 5 (5-1)*.35
Level of differentiation from competitors in the industry 15 1 (1-1)*.15
Willingness to recommend 15 6 (6-1)*.15

The overall customer index is then calculated by adding the weighted average responses and then scaling it to 100-point scale. The weights are automatically standardized to add up to 1. See final calculation below: (100/7)((7-1)*.25 + (5-1)*.35 + (1-1)*.15 + (6-1)*.15) = 52.14

Customer Satisfaction Index