How should I interpret the rating scale, when answering a survey?

Methodology

Peakon uses the 0-10 scale from NPS methodology to help managers and administrators conduct analysis on survey scores. The higher end of the scale indicates higher satisfaction, while the middle and lower parts indicate lower satisfaction or even dissatisfaction.

The NPS scale splits scores into 3 groups: 0-6 are detractors, 7-8 are passives and 9-10 are promoters.

These groups aren't a framework or even guidance on how to respond to surveys. They're simply a way of analyzing the already collected survey scores at segment or company level.

NPS research demonstrates that while some people tend to rate lower and some tend to rate higher, these tendencies average out across the group.

NPS scale groups can predict differences in employee behavior. Example: Our customer data indicates that detractors (employees scoring 0-6) are 6 times more likely to resign than promoters (employees scoring 9-10).

Because all Peakon customers use the same methodology, benchmarking provides meaningful context to your survey scores. For example, we observe that the Reward driver typically has lower scores than Goal Setting, so whether a driver score is considered good depends on the benchmark.

Recommendation

When answering a survey question, Peakon recommends you to:

• Keep in mind that your company's goal is to gain meaningful and actionable data that they can use to improve their employee's engagement.
• Only provide a score on questions that you have an opinion on and skip any questions that you can't answer. Example: If you have recently started your employment and haven't had any growth conversations, you could skip the Growth driver question in your survey.
• Continuing from the above, if you don't have an opinion on a specific question, skip the question instead of scoring it with a 0 or a 5. Bringing down the team's average score for that question could result in your manager identifying that specific aspect as a concern for the team.
• Don't focus on using a framework to answer survey questions; instead answer in the way that feels right to you.

You can skip each question on Peakon by clicking Skip question.