The overall satisfaction score of a survey is calculated by the number of questions that a homeowner marks as “satisfied” (4 stars or 5 stars) divided by the total number of star rated questions answered. For example, if a homeowner rates 5 out of the 13 star rated questions answered as 4 stars or higher (Satisfied), then the satisfaction score of the survey is 38%. Questions marked as N/A do not count toward the overall satisfaction score of the survey.
The stars that a survey is rated are a reflection of the likely to recommend question. For example, a homeowner can select 5 stars for the likely to recommend question, but still only give 11 of the 13 star rated questions a 4 or 5 stars, resulting in an 88% satisfaction score.
You can adjust the satisfied scale within your account by going to ACCOUNT>PREFERENCES>SATISFACTION. You can change the drop down to choose what you want to set as satisfied (5 stars only, 4 stars or higher, 3 stars or higher, 2 stars or higher, average rating).
You can also adjusted the satisfied scale within the reporting features by going to SURVEYS>SETTINGS (top right)> SATISFACTION. You can change the drop down to choose what you want to set as satisfied (5 stars only, 4 stars or higher, 3 stars or higher, 2 stars or higher, average rating).