This report provides the weighted average of the multiple-choice question results from the questionnaire (e.g., cleaning, room standard, and booking). The weighting is based on the number of responses for each question.
- At the top, the graph illustrates how the weighted average has changed over time.
- Below the graph, the table displays the total number of responses during the period and the corresponding weighted average. The total number of responses includes all answers from all guests across all questions. This is why the response count for the weighted average is higher than for individual categories such as Breakfast or Cleaning.
For a clear and reliable measure of guest satisfaction, we strongly recommend using Net Promoter Score (NPS) as your primary Key Performance Indicator. The weighted average is provided for reference only, should you need an overview of all department scores combined.
How is the Weighted Average Calculated in Loopon?
The weighted average in Loopon ensures that questions with more responses have a greater impact on the overall score. This prevents misleading results when some questions receive fewer answers than others.
Formula for Weighted Average
The weighted average is calculated using the formula:
Example Calculation
Let’s say three guests answer a questionnaire, but not all guests respond to every question. The results might look like this:
The weighted average is then calculated as:
For comparison, the simple (non-weighted) arithmetic average would be:
Why use a Weighted Average?
A simple arithmetic average can be misleading if certain questions receive significantly fewer responses. In the example above, the Cleaning question had the most responses, so its score should have a larger impact on the overall result. The weighted average accounts for this by giving more importance to questions with more responses.
In short, the weighted average provides a more accurate representation of guest feedback by considering the reliability of each question’s score.