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Rapport

Five Stars or a Perfect 10: Why Choosing Your Scale is a Big Picture Question

When companies are designing surveys to gather customer feedback, they frequently wonder: Is it better to ask for ratings on a 0-to-10 scale? Or is it more useful to use a 1-to-5 scale? Since people are evaluating everything from taxi rides and hotel stays to their engagement at work, these questions become critical in designing a customer feedback system.

The Medallia Institute has developed 7 key questions to help customer experience professionals choose the response scale that best meets their goals.  Download this paper and find out:

  • How can the different scales optimize for different purposes?
  • When to consider ease of use on mobile devices?
  • How much information needs to be gathered and at what level of detail?