Service measurement – Satisfied with the response via telephony, index

Index for the question “In your last contact with the municipality’s employees by telephony, how satisfied were you with the response?”. In the survey, residents have been given their answers and satisfaction on a scale from 1-5 where 1 is the worst and 5 is the best. In the analysis of the result, the grades are converted to an index from 0-100. The index is calculated by producing an average based on the different values of the grading scale. Grade 5 gives 100 points, grade 4 gives 75 points, grade 3 gives 50 points, grade 2 gives 25 points and grade 1 gives 0 points. In order to get a value, the municipality must have received at least 30 responses.本指数针对调研问题"您最后一次通过电话与市政雇员沟通时，对其回应的满意程度如何？"编制。本次调研中，受访居民以1至5分量表提交评分以表达满意程度，其中1代表满意度最差，5代表满意度最佳。在结果分析环节，上述评分将被转换为0至100的指数分值。该指数通过对评分量表各档位的分值计算平均值得出：5分对应100分，4分对应75分，3分对应50分，2分对应25分，1分对应0分。仅当市政部门累计收到至少30份有效回复时，方可生成该指数的有效分值。