Calculating the CSI (Customer Satisfaction Index)

harry

Super Moderator
#11
....................... In my attached sheet this will provide CSI of 64.5% while the weighted average shoots up to 68.8% ....which one is most accurate?
Remember that we are trying to measure something very subjective called 'perception'. I am afraid nobody can really give you a 'correct' answer. Irrespective of the method used (above), I am sure you will find that the final rankings (which should not change much) can give you an indication - and that's what you want.
 
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T

Theresa Gibson

#12
Dear Steve, I'm new here and have just spent all afternoon coming to grips with your advice regarding CSI and CS measurement. I need to develop a CS tool and being unable to access the ACSI I am searching for an alternative Index Calculation. You have proposed use of "Glenn F. Lindsay, Naval Postgraduate School" - I can't quite follow how this ties up - is this an approach for weighing the dimensions or would this method mean one would not have to reflect expectations? Your assistance would be greatly appreciated. Kind regards, Theresa (Market Researcher)
 

Steve Prevette

Deming Disciple
Staff member
Super Moderator
#13
Dear Steve, I'm new here and have just spent all afternoon coming to grips with your advice regarding CSI and CS measurement. I need to develop a CS tool and being unable to access the ACSI I am searching for an alternative Index Calculation. You have proposed use of "Glenn F. Lindsay, Naval Postgraduate School" - I can't quite follow how this ties up - is this an approach for weighing the dimensions or would this method mean one would not have to reflect expectations? Your assistance would be greatly appreciated. Kind regards, Theresa (Market Researcher)
The Lindsay tool is for either evaluating professional opinions, or just general customer satisfaction surveys. It takes categorical data (such as "Strongly Disagree", "Disagree", "Agree", and "Strongly Agree" responses to a series of questions about the product) and converts them to ordinal (numerical) data, complete with calculation of the average and standard deviation. This can then be used to compare different products, different customer groups, and/or trend using SPC over a time series.
 
S

ssz102

#14
my god! this thread is so old
your's calculation method is right

but, i don't give you any suggestion, i don't know the critical to juge the score is resonable or not
 

Steve Prevette

Deming Disciple
Staff member
Super Moderator
#15
Yes, old thread. Professor Lindsay's materials are even older - from two books in the 1950's! But with Excel you can preload the calculations and works a lot easier than with the tools available at the time, when "Calculator" was a job title, not a piece of electronic equipment.
 
T

Theresa Gibson

#16
Thank you for the explaination. The Lindsay tool would provide ratings that are more reliable (in being numerical) - could one refer to these as "adjusted" or "justified" values? Would I then apply the method to all my item ratings or only to the key measures - like Overall satisfaction, for instance?

Forgive, if I sound stupid, but asking is the prerequisite for acquiring knowledge. I am extremely grateful for your help - the fact that the approach is 'old' does not imply that it is of lesser validity - all leading edge technologies are rooted in the efforts of silent geniuses (of the past). I am happy that I have discovered something I would never have otherwise been aware of.

I'm still searching for a Satisfaction Index that expresses satisfaction in a single figure - if you have anything I'd be very grateful.

Not being an IT expert nor a statistician, there is not much I could contribute to this subject .. perhaps other questions in the future.:thanks:

Kind regards,
Theresa
 

Steve Prevette

Deming Disciple
Staff member
Super Moderator
#17
The Lindsay tool is good for where you do not have a direct measurement - you are basically asking people's opinions. In itself, the tool can represent an overall single number from multiple questions if you lump all of the questions into one set of data, and separate it by month. Use the technique, treating each month's cut as a separate "question" and you have a trendable single number.

Whereever you can get an actual measurement, that is usuall best. Customer complaints, repeat business, referrals can be an element. You can meld these together as a single indexed value by adding together the indicators with weighting factors, but I prefer a "balanced scorecard" approach of overviewing the individual metrics. See at the same website the presentation on color coded SPC dashboards.
 
T

Theresa Gibson

#18
Thank you Steven. I shall view the recommended SPC dashboards, try to comprehend and get back.

If I can help you in any way (German translation or similar) please feel free to ask.

Until later.
:thanx:
 
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