4 ms·

Thanks for the feedback. Yeah, certainly the 'high = bad' thing is something we grappled with (and still do). The site is a sister-site to a consumer-complaint

by spxdcz 16y ago

Thanks for the feedback. Yeah, certainly the 'high = bad' thing is something we grappled with (and still do). The site is a sister-site to a consumer-complaint/petition website (http://www.groubal.com/ http://www.groubal.com/), hence we're more interested in measuring/highlighting who is doing 'badly'. But yes, this could be done in a more intuitive way (showing the 'bottom' of a graph that had the axis in the traditional orientation, for example).

SkyMarshal 16y ago
I think you only need to change the wording to clarify it: 'Lowest Satisfaction' => 'Most Disatisfied' or 'Highest Disatisfaction' or 'Most Complaints' 'Customer Satisfaction Index' => 'Customer Disatisfaction/Complaint Index' 'High scores are negative' => 'High scores indicate high disatisfaction' or 'Increasing scores indicate increasing disatisfaction' High scores bad, low scores good. Link 'high' and 'increasing' with 'bad' and 'disatisfied' a little more explicitly and consistently, since most people make the opposite association.
- spxdcz 16y ago
  Thanks - I like good, easy suggestions - the best kind!
- mdda 16y ago
  Amount of dissatisfaction is too mushy IMHO. Just title it "Crapometer" or "Hate-o-meter". Better yet, just flip the Y-axis. I'd think that it would be easier to get a company to pay to improve upwards. Do you really have to match the sister site?