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Likert Satisfaction Scale

How can you tell if you like a product, service or experience? With the 5-point Likert scale, satisfaction is analysed according to opinions and feelings expressed by customers

05/07/2024

Indice

1. What is the Likert scale definition?

2. Best practice and advantages

3. Detailed data analysis

4. The state-of-the-art CX live now system


What is the Likert scale definition?


A satisfaction measurement method with almost 100 years of history. Invented by Rensis Likert in the 1930s, this research method is based on a series of statements to be answered by customers. In most cases, people answer by indicating their agreement or disagreement with the question they are asked within a predefined range, generally from 1 to 10.

 

The Likert scale allows us to understand whether a customer is satisfied with the product, service or experience they have enjoyed, but also the degree of intensity of their opinion.


Best practice and advantages


Among the most popular rating scales, the Likert satisfaction scale is analysed very quickly and versatile. But what are the best practices?

  •  Ease of understanding: customers must be asked simple questions that leave no room for interpretation


  • Range of answers: the range is fairly limited, it must still be wide enough to reduce the risk of extreme responses by providing a more balanced view;


  • Quantity of questions: it is better not to ask too many questions in order not to risk losing the customer's interest.


And what are the advantages? 

  • Scalability: the answers are standardised, so surveys of this type can be sent to many customers;


  • Quick analysis: since the answers are standardised, this measurement scale allows you to understand customer feedback in real time;


  • More in-depth insights: with the right questions, it is possible to understand the opinion on some of the most critical aspects of the offer.


Detailed data analysis


There are many examples of applications for Likert's scale, from the user experience analysis of a website to the experience of a hotel guest to the product experience for a new product launch or the analysis of the company climate. The application areas of these systems are almost infinite.

 

Scalability and speed allow for a potentially enormous amount of data. Therefore, in addition to collection via the Likert scale, customer satisfaction must also be analysed and understood.

 

CX live now offers a flexible, state-of-the-art platform that allows questionnaires to be customised and adapted to the needs of any business. In this way, feedback is relevant, useful and easily interpreted with tables and graphs for intuitive and immediate data reading.


The state-of-the-art CX live now system


Thanks to the integration with artificial intelligence, LiveNow is able to analyse people's responses in real time. This makes it possible to quickly identify the most critical areas and opinion trends in order to understand whether the changes made are working or not. In this way, more timely action can be taken and products and services can be optimised.

 

If you want to learn more about the LiveNow platform and how it can help you know what your customers think about you and how to improve them, visit our website or request a demo!