Spaced-OoooO-Out ::

and marketing!!

I was asked to fill in a customer satisfaction survey today using a fairly normal 1-10 symmetrical likert scale. Except that below the scale values 1-6 were noted as “negative”, 7-8 as “neutral” and 9-10 as “positive”. This psychological bias means that if you are satisfied you should be scoring 9-10…. this will naturally inflate any averaged values which can then be validly used in any marketing.

Clearly even big companies like Aviva aren’t too worried about pushing the boundaries of acceptable.