Research
Customer Perspective
Weighting Index
Performance Indicator:
Weighting Index
Strategy for Selection:
Most surveys give equal weight to each question in the survey which assumes that each aspect of operations is equally important to the customers performing the evaluations. We know that this is not a valid assumption, but one taken because the survey instrument needs to be more complex to consider the importance factor.
Survey questions address attributes of service, e.g., cost and value, dependability, accuracy, etc. A survey can enable the customer to indicate the relative importance of the attributes being evaluated. The survey scores then are weighted by relative importance to disclose what needs to be at the top of the heap for attention and what strong performance areas need to be protected.
Weighting Index Definition:
The Weighting Index multiplies the relative importance of a service attribute against the score awarded to a question addressing that attribute. In this form of survey, it is preferable to assign negative values to responses below the middle so that the weighting doesn't mask answers of less than satisfactory or dissatisfied.
Equation:
Attribute Survey scores X Attribute Weighting factor
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