Guidance Notes for Using the User Satisfaction Survey Calculator

Guidance notes for using the User Satisfaction Survey Calculator

The “User Satisfaction Survey Calculator” is an Excel spreadsheet designed to calculate scores for the three constructs (categories) tested by the User Satisfaction Survey questionnaire (Standard 3 of the UKMi Enquiry answering standards).

How to use the calculator

Data should only be entered into the cells shaded in grey. No data must be entered into any other cells as these cells are set to calculate the necessary values. If these cells are modified, the calculations will be incorrect.

Enter your centre name and Date in the relevant boxes at the top of the top of the sheet.

For question 1, count the total number of responses received for each of the 5 options: Strongly Agree, Agree, Uncertain, Disagree, Strongly Disagree. Enter these totals in the corresponding cell of the “Number” column on the spreadsheet.

The score for each of these five options will be calculated automatically, i.e. the corresponding cell in the “Score” column will automatically change from 0.

A total score for this question will be calculated automatically and will appear in the “Total” column at the end of the row.

For example:

Repeat this for each of the remaining 10 questions.

Once all the cells for each question have been completed, the “Total” for each question should be calculated and appear in the “Total” column at the end of each row.

For example:

Strongly agree / Agree / Uncertain/NA / Disagree / Strongly disagree
Question / Number / Score / Number / Score / Number / Score / Number / Score / Number / Score / Total
Q1 / 41 / 205 / 12 / 48 / 0 / 0 / 0 / 0 / 0 / 0 / 253
Q2 / 32 / 160 / 20 / 80 / 1 / 3 / 0 / 0 / 0 / 0 / 243
Q3 / 23 / 115 / 25 / 100 / 4 / 12 / 1 / 2 / 0 / 0 / 229
Q4 / 33 / 165 / 20 / 80 / 0 / 0 / 0 / 0 / 0 / 0 / 245
Q5 / 2 / 2 / 1 / 2 / 1 / 3 / 14 / 56 / 35 / 175 / 238
Q6 / 0 / 0 / 0 / 0 / 4 / 12 / 15 / 60 / 34 / 170 / 242
Q7 / 16 / 80 / 29 / 116 / 2 / 6 / 5 / 10 / 1 / 1 / 213
Q8 / 1 / 1 / 1 / 2 / 2 / 6 / 15 / 60 / 34 / 170 / 239
Q9 / 22 / 110 / 27 / 108 / 2 / 6 / 2 / 4 / 0 / 0 / 228
Q10 / 23 / 115 / 27 / 108 / 3 / 9 / 0 / 0 / 0 / 0 / 232
Q11 / 20 / 100 / 26 / 104 / 6 / 18 / 1 / 2 / 0 / 0 / 224

Enter the number of sent & completed survey questionnaires in the corresponding cell in the middle of the spreadsheet.

For example:

Number of sent survey questionnaires = / 70
Number of completed survey questionnaires = / 53

The response rate (%) will be calculated automatically.

For each of the three categories tested by the questionnaire a score will have been calculated.

For example:

Category = Answer Satisfaction / Category = General Helpfulness/Time Satisfaction / Category = Ease of contact Satisfaction
Question / Score / Question / Score / Question / Score
Q3 / 229 / Q2 / 243 / Q1 / 253
Q4 / 245 / Q5 / 238
Q8 / 239 / Q6 / 242
Q10 / 232 / Q7 / 213
Q11 / 224 / Q9 / 228
Total / 1169 / Total / 1164 / Total / 253
Category score / 4.4 / Category score / 4.4 / Category score / 4.8

Interpretation of category scores

Score in green = user satisfaction

Score in red = user dissatisfaction

Scores out of five can be interpreted as

1 to 3 / Unsatisfactory
above 3 to 3.5 / Users just satisfied with the service
above 3.5 to 4 / Users satisfied with the service
above 4 to 4.5 / Users pleased with the service
above 4.5 to 5 / Users find service excellent

Date of preparation: April 2003

Date of review: April 2005