What is the Satisfaction Index?
The Satisfaction Index objectively expresses brand performance at Consumers Trust based on interaction with complaining users.
Good brand performance increases the Satisfaction Index.
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This is the Satisfaction Index you should look for within Consumers Trust to make the best decision.
The graphical presentation of the Satisfaction Index translates into a scale that allows a quick comparison between brands.
Satisfaction Index is only available for brands with a minimum of 2 complaints. Until the brand is eligible, the Satisfaction Index will be "Not Assigned".
How is the Satisfaction Index calculated?
The Satisfaction Index comprises a formula based solely on the performance of each brand in Consumers Trust.
There are four states of complaints that are considered for the Satisfaction Index:
- Awaiting reply
- Being dealt with
- Resolved
- Unresolved
Satisfaction Index (SI)1
RR (Response Rate) = No. of complaints answered2 / Total No. of complaints
TPC (Total Period Considered) = No. of complaints received in months 3 n -12 to n -1
SR (Solution Rate) = Number of complaints resolved / TPC
AR (Average Rating) = Sum of Feedback ratings / No. of total ratings
ART (Average Response Time) = Average Response Time 4
TRC (Customer Retention Rate ) = No. consumers who would buy again / No. satisfaction ratings
| 1 | To calculate the IS in the public service, the customer retention rate is not considered, the weight of which is included in the response rate. |
| 2 | For RR the number of replied complaints is: No. of complaints being dealt with + No. of complaints resolved + No. of complaints not resolved with brand response |
| 3 | For SR are considered the last 11 months preceding the previous month. Being n the current month, the period considered to calculate the SR is from n -12 to n -1 |
| 4 | The ART of each complaint is accounted for as follows.
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