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Creative Commons licensed photo by flickr.com user James Cridland. |
As an example, let's pretend that you have been trying to improve overall customer satisfaction, and you've been conducting surveys for the past year. On a 5-point scale, you received these averages from customer surveys for overall satisfaction:
Q1 | Q2 | Q3 | Q4 |
3.5 | 3.8 | 4.3 | 4.8 |
How do you calculate percentage of improvement?
To calculate quarter-to-quarter improvement, you will compare each quarter. So, from the first to second quarter, follow these steps:
1. Subtract the Q2 value from the Q1 value (Q2-Q1=difference):
3.8-3.5=.3 difference.As a raw figure, this doesn’t seem that great, does it?
2. Divide the difference by the Q1 value (Difference/3.5=raw score):
Divide .3 by 3.5 = .0857 to get a raw score
3. Multiply the raw score by 100 to determine the percentage of improvement
(Raw score * 100=percentage of improvement):
.0857 x 100 =8.57In plain English, this means service has improved 8.6%.
At the end of the year, you can calculate the overall improvement for the year by plugging in the Q1 and Q4 numbers, like this:
4.8-3.5=1.3Or, over the three quarters, service improved 37%.
1.3 /3.5=.3714
.3714 x 100 =37.14
If you want to skip the math, try an online percentage improvement calculator.
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Students Only!
Students Only!
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