When we measure how people feel about their digital tools, support, or workplace technology, we don’t just ask for a score — we want to understand the full story behind it. That’s why we’ve carefully designed our survey approach to balance emotions and logic, culture and clarity, and ultimately, insight and action.
Let us walk you through how our scoring system works — and more importantly, how you can use it to drive meaningful improvements.
🎯 Why We Use a 6-Point Scale
You may have seen the classic 5- or 7-point Likert scale, with a neat middle option sitting right in the center. We decided to break away from that.
Our surveys use a 6-point scale for one reason: to encourage real choices.
With an even number of options, people can’t simply sit on the fence — they have to lean either slightly negative or slightly positive. That small nudge helps you distinguish who’s just “okay” from those who are actually satisfied or slightly unhappy.
No more vague middle-ground. Just clearer signals.
😊 Satisfied vs. Happy — Language That Fits the Culture
We know that language matters. That’s why we tailor our wording to the culture of your company or country.
- In some environments, the term “happy” resonates better — it feels human, emotional, and expressive.
- In others, “satisfaction” hits the right note — it sounds rational, professional, and balanced.
There’s no right or wrong. If your company culture supports it, we recommend going with happiness — it brings out more emotional insight. But the good old satisfaction scale works beautifully too.
🧠 Combining Smiles and Semantics
People respond differently to visuals and words. So we don’t make you choose — we use both.
- Smiley faces help tap into gut-level emotion — great for quick responses.
- Descriptive labels like “satisfied” or “unhappy” provide clarity and reduce interpretation bias.
Especially across different cultures, these semantics help create a more consistent and fair measurement. And for those who don’t have a relevant experience with a specific tool or process? They can simply leave it blank. That way, we avoid forced neutral answers that don’t reflect real input.
🔄 Translating Scores to a 10-Point Scale
In many European countries, we’re all familiar with school grades from 1 to 10. In the U.S., it’s often a 0–100% system. To make your results instantly understandable across regions and cultures, we convert our 6-point scores to a 10-point scale.
This allows for easy comparison, quick analysis, and intuitive reporting — without losing the nuance behind the original answers.
| 6-point scale | Converted to 10-point scale |
| Very dissatisfied / very unhappy | 1 |
| Dissatisfied / unhappy | 2,8 |
| Slightly dissatisfied / slightly unhappy | 4,6 |
| Slightly satisfied / slightly happy | 6,4 |
| Satisfied / happy | 8,2 |
| Very satisfied / very happy | 10 |
You can use the following explanations for your scores:
🟥 1. Very Dissatisfied / Very Unhappy
Score Range: 1.0 – 2.7
The average experience signals severe dissatisfaction. This level reflects widespread frustration or disengagement and indicates that the digital environment or support falls far below expectations.
🟧 2. Dissatisfied / Unhappy
Score Range: 2.8 – 4.5
The overall sentiment shows clear dissatisfaction. While not the lowest possible rating, it reflects a collective experience marked by notable issues and a general sense of discontent.
🟨 3. Slightly Dissatisfied / Slightly Unhappy
Score Range: 4.6 – 6.3
The average experience is neutral to slightly negative. This suggests that while things aren’t necessarily broken, they are not meeting expectations either. It highlights areas of discomfort and opportunities for improvement.
🟩 4. Slightly Satisfied / Slightly Happy
Score Range: 6.4 – 8.1
The collective experience is mildly positive. Most aspects are working well, but there’s still room to enhance usability, effectiveness, or overall satisfaction. It’s a solid foundation, but not yet remarkable.
🟦 5. Satisfied / Happy to Very Satisfied / Very Happy
Score Range: 8.2 – 10.0
The overall sentiment is consistently positive and strong. This reflects a well-functioning, appreciated digital environment where employee needs are met or exceeded, contributing to an engaged and supported workforce.
We also use the scores to group people into three categories. If you work with us, you’ll be able to identify correlations between these groups and factors such as job role, country, building, and more — always with anonymity safeguarded.
📊 From Numbers to Action: Meet the Three Groups
Once we have the scores, we categorize them into three groups — not just to label, but to guide action:
🟥 The Unhappy Bunch
Score Range: 1.0 – 4.5
This group needs attention, especially if their numbers grow. However, if they represent less than 5%, that’s generally acceptable. Their feedback helps uncover broken processes, urgent issues, or major blockers.
🟨 The Happy Potentials
Score Range: 4.6 – 8.1
This is your biggest opportunity area. They’re not unhappy — but they’re not thrilled either. Many of them are slightly satisfied or just on the edge. If you focus your energy here, you can nudge them toward a more positive experience and lift your entire average. Think of them as the “almost fans.”
🟦 The Happy Bunch
Score Range: 8.2 – 10.0
They’re doing great — and you want to keep it that way. Don’t take them for granted. In fact, this group can be your ambassadors, promoting IT tools, processes, and even training to others. They’re your potential super-promoters.
🚀 So, What Can You Do With All This?
- Pinpoint what needs fixing with the Unhappy Bunch
- Prioritize experience improvements for the Happy Potentials
- Empower your Happy Bunch to become internal champions
- Compare across teams, regions, or tools using a clear 10-point score
- Communicate results easily to both IT and business leaders
This isn’t just about numbers. It’s about giving people a voice — and using that voice to create a digital workplace where people truly thrive.
If you’re curious how your organization scores or want to explore your potential, reach out. We’re always happy (or satisfied 😄) to help.