Formula for creating a service level rating from a survey

**cf7046** · 06-13-2012, 01:07 PM

Hello!

I am looking for any help on creating a service level rating for a survey that was created for our department. This survey consisted of the following information.

Number of surveys sent out: 100
Number of surveys received back: 50

Number of questions on survey: 12

Rating Information:

Excellent: Response of 137 after counting the feedback
Above Average: Response of 138 after counting the feedback
Average: Response of 303 after counting the feedback
Below Average: Response of 20 after counting the feedback
Poor: Response of 1 after counting the feedback
Does Not Apply: Response of 1 after counting the feedback

What is the best formula to use to calculate a service level rating for my department? I am not sure how to write it in excel.

Any help would be greatly appreciated.

Thanks!

**Ron Coderre** · 06-13-2012, 01:12 PM

I'm not seeing a discernable pattern in the information you posted. If it's correct, give more details about how ratings are to be calculated? Better would be to post a workbook with sample data AND the values you need (based on the sample data)

**cf7046** · 06-13-2012, 01:35 PM

Hi Ron,

Thank you for your reply.

Our department goal is to have a 100% service level rating. Based on the rating criteria, I am trying to figure out the best way to figure out our rating taking all of the choices listed above (Excellent, Above Average, etc) into consideration.

**Ron Coderre** · 06-13-2012, 01:42 PM

Excellent: ............137 Less than Above Average?
Above Average:.....138
Average: .............303 Highest number is the middle rating?
Below Average: ......20 Less than Excellent?
Poor: .....................1 Same as DNA?
Does Not Apply: ......1

What's the pattern? Examples would be very helpful.

**cf7046** · 06-13-2012, 01:52 PM

I do not have a pattern or example. I am not sure what the best way is to measure the results. The only thing that I have is a survey and the counted results. Do you have any suggestions on a way to measure the results?