Likert Scale
Short definition
Likert Scale: An ordered response scale measuring agreement with a statement or level of opinion.
Meaning and how it works
A Likert scale captures ordered levels of agreement or rating; the neutral midpoint and direction affect interpretation. Surveys help measure customer perceptions at particular points in a service journey. Results reflect the people who responded, not automatically the entire customer base.
Business applications
- Business scenario:
A respondent selects a point between Strongly disagree and Strongly agree.
What to check before implementation
Agree on question wording, survey timing and sampling. Avoid treating small or biased response groups as representative of all customers.