How Are the Scores Calculated?

How are the scores calculated, based on the answers to the survey question?

Are these on a 0 to 10 scale?

How can there be negative scores?

These are some of the most common questions we get, so here's a little primer on the scores and scales:

All of the system's questions are scored on a 6-point scale. We do this to prevent any "neutral" answers, which is the case on a typical 5-point Likert scale where "3" is neither positive nor negative.

So, how do these 6 scores translate into numbers?

Here's how much each number is worth

1: -7.5,
2: -2.5,
3: 2.5,
4: 7,
5: 8,
6: 10

So, why are there negative numbers?

Well, think about the last time you took an Uber or Lyft, and the car smelled horrible. The driver was rude, and you got to your appointment late because he was a terrible driver.

When it comes time to rate the driver, you wish you could "take" away stars. Giving them one-star seems like you're being generous.

The same thing happens on the system.

When you give the company or a person the lowest possible score, there is a visceral reaction inside of you. Something is making you go all the way to the left of the scale and give them the biggest "red circle" possible.

Thus, a few of these take away points.