LibSat Opportunity Index now includes filtering by Context
The Opportunity Index (OI) report now includes filtering by any context question within the LibSatLibrary Customer Satisfaction Management Service survey(s) to produce results for the filtered set of respondents, i.e., those responding with the selected context option(s). Filtering options have always been available to view the OI for any selected Time period, Region, and/or Location. The generated OI ranking indicates the aspects of service with the greatest opportunity to improve overall customer satisfaction for the selected (filtered) set of respondents. The report also provides drill-downs to the comments provided by those respondents.
The Opportunity Index (OI) is a an interactive report that enables the user to rank the OI for each aspect of service. High OI ranking means that improving that aspect of service is more likely to result in a greater improvement in overall customer satisfaction. The report presents a ranking of aspects of service from highest to lowest OI and includes the OI for the Overall Importance and Satisfaction as a baseline [highlighted with a Pink Background .] Improvements in any aspect of service above this baseline are more likely to impact overall satisfaction, while improving anything below the baseline will have less impact on improving overall satisfaction.
The OI is based on the following formula: Importance + (Importance-Satisfaction) = Opportunity
An OI score is calculated for each respondent and for each question that includes Satisfaction and Importance components. Please note that (Importance - Satisfaction) can never be less than zero (0) i.e., high levels of satisfaction beyond the stated level of Importance, do not diminish the overall opportunity, and thus, there are instances where some responses are not included in the calculation of the overall OI score.
The overall OI scores are calculated by averaging the total of each individual respondent's OI scores. The resulting OI scores are then ranked and displayed in the Blue Background . The number of respondents is shown for your reference, as well as the average Overall Importance and average Overall Satisfaction scores. Note that the OI score cannot be reproduced by using the overall average Importance and Satisfaction since these scores are the average of the Importance scores and Satisfaction scores for all respondents for each question, some of which may have been discarded (i.e., whenever respondents Importance – Satisfaction is less than 0.)