Hi
I am trying to evidence the benefits of using a 10 point customer satisfaction scale if anyone has any recent papers or articles that would support this or demonstrate the benefits.
I am particulary interested in the use in the UK public sector - especially in Social Housing customer satisfaction surveys.
I really feel that a 10 point scale adds much more depth to that data over a traditional verbal, five point scale but want to make sure I have a robust backing for this!
Thanks
Eve
Benefits of 10 point satisfaction survey scales?
You can also refer to the following RG link:
https://www.researchgate.net/post/When_should_one_switch_to_the_10-item_Likert_scale
this link is useful
www.argentumstrategy.com/10point-scale-fan-club/
regards
Hello Eve. The argument is a statistical one; 1 to 10 scales offer greater variability (variance) when compared to 1 to 5 or 1 to 7 Likert scales. I recommend the use of 1 to 10 scales, specialy if you expect arround 80% of the answers to fall in the top or bottom ends of 1 to 5 or 1 to 7 scales. Best Regards.
Thank you for the replies - I am looking at the articles/links. I feel that for satisfaction scales a 10 point scale gives much more detail and variance but I wanted to support this with some solid evidence - thanks
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