Representing the central or typical value in a set of data, the arithmetic average is used in the calculation of [[customer satisfaction score]]s and [[customer effort score]]s in [[customer experience]] analysis. All responses are summed up and divided by the total number of responses. In some cases, since the importance of the two scores is not the same, a weighting coefficient is determined and the trend is followed by determining the weighted average accordingly.

Featured Content

Our favourite e-books, articles, CX Glossary entries and webinars available on the Pisano Academy.

Don't Miss a Beat

Stay in touch with the latest news, strategies and trends. Start your Pisano Academy Subscription for free Now.