I've calculated a value for user satisfaction (via CSI - Customer Satisfaction Index) and its result is expressed in percentage [%]. My calculated value (for Customer Satisfaction Index) expresses, that the general satisfaction of users of any intern system is 76 [%]. Now I am asking myself, if there is any scale or lookup table, which "compares"/"expresses" this value in a more appropriate way. I wouldn't like to leave my result just as a standalone value. I would like to moreover express my result in words and give detailled information on what it generally means (e. g. for improving). Is there any scientifically proven way to do this?
Some industries have norms for CS. If you have tracking data over an extended time period, you can develop a norm for your own data using the average of the previous time periods. Not as elegant as a Q statistic, but may be more valid.
There is a growing body of research linking customer satisfaction to outcomes like customer retention, word-of-mouth, sales, stock price and so forth. We provide an overview in our MSI paper, which may be downloaded at the link provided. Hope it helps.
http://ssrn.com/abstract=2345469