Standard questions are answered using a 1–5 scale.
Response Options
Response options when grouped into three segments and presented in a visual graph - Negative, netural, positive
Response distribution
Sometimes, it may seem that the graph and the average score don’t match — for instance, “the average should be lower” or “the positive share should be higher.”
This is explained by the distribution of responses within each response category. For example, the positive share may consist entirely of 4s, while the negative share may consist only of 1s.
This means that the graph may appear unchanged even though the average score has moved up or down.
Common questions and explanations:
“The positive share has increased since the previous survey, but the average score is the same. How is that possible?”
More people have responded with 4 instead of 5. The positive share is larger but weaker in value.
“The positive share has decreased since the previous survey, but the average score has increased. How is that possible?”
More people have responded with 5 instead of 4. The positive share is smaller but stronger in value.