I have a customer survey that asks four questions regarding a helpdesk incident.
How would you rate the waiting time
How would you rate the resolution time
Was the helpdesk agent easy to understand
How do you rate the competency of the helpdesk analyst.
The customer then has the following choices per question
When the answers are submitted, data is inserted in to the following fields in my database.
- A unique ID for the survey respondent
- the year and month of the respondent 2012.01
- Country of respondent.
- The ID of the question listed above. I.E Q_WT corresponds to wait time...
- Response from the list of the above. I.E Very Bad
- The Customers name
I have been asked to calculate the average score per question. With the responses below have the following scores -
Very Good 75
Very Bad 25
I am really unsure what the calculation I need to use to work out the average per question, grouped by month and year.
PS the survey is not live and if anyone has any recommendations over my database structure then please feel free to advise.
Can anyone help me