I’m having a hard time understanding the logic behind the surveys, which has led me to calculate them manually instead of relying on Freshdesk reports. Freshdesk told me that when a survey has multiple questions, only the first one is used in their calculation. That does not give an accurate view of how the agent performed with the customer.

Our surveys are four questions total, with the following answers below (which I’m adding a point value to for this purpose) If there are 4 questions and each has 5 possible options, it should be weighted to reflect that.

Extremely satisfied= 5 points

Mostly satisfied= 4 points

Neither satisfied nor dissatisfied= 3 points

Mostly dissatisfied= 2 points

Extremely dissatisfied= 1 point

The total possible points should be based on how many questions the customer answers. If they respond to all four, the total possible is 20. If they only answer three, it should be 15 etc.

Example: 

Question 1- Extremely satisfied (5)

Question 2- Extremely dissatisfied (1)

Question 3- Extremely dissatisfied (1)

Question 4- Extremely dissatisfied (1)

In the above example, all questions were answered, so the total possible score was 20 points. The survey received 8 points, which should reflect a 40 percent rating. However, Freshdesk only looks at the first question, so it shows the employee with a 100 percent rating of teenpattifree even though the customer clearly was not fully satisfied. How does that make sense?

A detailed overview I appreciate your performance. Keep it up and stay use informed. Thank you.

Skewed survey results can occur when the data collected does not accurately represent the target population, often due to biased sampling methods, poorly worded questions, or an unbalanced response rate. For example, if a survey is only distributed online, it may overrepresent younger, tech-savvy individuals while excluding older demographics who are less active on digital platforms.