Happy Index is the original index used when reporting the results of HappyOrNot surveys. It is the perfect complement to the original four Smileys used to measure and improve the customer experience.
What is the Happy Index used for?
The Happy Index is typically used to measure customer satisfaction, either in general or on a specific topic immediately following the experience. The index value can be used to compare results from different time periods and locations. The beauty is that there are many data points and thus benchmarks of the Happy Index. More than 1.7 billion to be exact.
A good example of when you can use the Happy Index is when you want to measure your customers’ overall perception of your business to understand if your business has met customer expectations.
How is the index calculated?
The Happy Index can range from 0 to 100. The index is calculated using a formula that gives different weights to the green, light green, light red and red Smileys to measure the index.
Now you may be wondering why there are only 4 response options. We originally designed our four Smileys and the Happy Index to be optimally suited to capture opinions about services and products that the user has just used. Since people cannot be neutral, it is ideal to receive specific opinions from users.
The Happy Index is an example of a Likert scale. Likert scales can be used to gauge a person’s attitude by measuring the extent to which they agree or disagree with a particular question or statement, making it the perfect way to collect targeted opinions on a particular topic.
Want to learn more about our data? Check out our Analytics page.
Translated by:Feedbacksmiley.co.uk
Source : https://www.happy-or-not.com/en/insights/blog/happy-index-the-quick-guide