Using a Likert scale question

No matter how confident you feel about your customer retention rate, it’s important that you measure people’s opinions and attitudes towards your brand.

To create a successful survey, you should include different types of questions to gain a holistic view of customer satisfaction.

An important type of question that you should include in your customer surveys is a Likert scale.

In this post, we’ll cover what a Likert scale is and how you can use it to optimise your surveys.

What is a Likert scale?

A Likert scale isn’t a ‘yes/no’ question – it’s a rating scale. Respondents can indicate the extent to which they agree or disagree with a particular statement.

Likert scale questions usually have 5 or 7 response options that can range from ‘Strongly agree’ to ‘Strongly disagree’, with a mid-point for respondents who feel neutral.

The response options can also range from ‘Very important’ to ‘Not important at all’, ‘Extremely satisfied’ to ‘Extremely dissatisfied’, ‘Very frequently’ to ‘Never’, and more.

Here’s an example of a Likert scale question:

Why use a Likert scale?

A Likert scale has several advantages, here are the main reasons why you should use it:

  • Easy to use – Creating Likert scale questions is simple and fuss-free.
  • Easy for survey respondents to understand – You don’t need to give further guidance or explain each question in detail.
  • User-friendly – Respondents simply have to select a single option for each question, rather than having to type something out or think too much, which can result in inaccurate data.
  • Easy to analyse the responses – Likert scales collect quantitative data which means it’s easier to understand and analyse the results.
  • Well-rounded view – Likert scales provide the ability to record varied opinions on matters that would usually be hard to measure, such as feelings and customer perceptions.

When should I use a Likert scale question?

Likert scale surveys are great for collecting more granular feedback.

Here are some things you could better understand with Likert scale questions:

  • Responses to new products
  • Staff satisfaction
  • Customer satisfaction
  • Event feedback

Whenever you want to measure opinions or attitudes towards a certain subject, you should use a Likert scale.

Top tips for creating Likert scale questions

  • Be specific – To avoid any confusion, your Likert scale questions should be clear and easy to understand. The more specific you are, the better. For example, rather than asking ‘Do you like our products?’, it’s better to ask more specific questions such as ‘Are you happy with the quality of our products?’ or ‘Do you think our products are good value for money?’. The more specific you are, the more valuable the data will be.
  • Don’t have too many options – If you have too many options on your Likert scale (we recommend using less than 7), respondents are more likely to choose an option at random, resulting in inaccurate data.
  • Cover all bases – Your Likert scale should cover the entire range of responses, as well as a midpoint. If your answers only range from ‘Extremely satisfied’ to ‘Somewhat satisfied’, for example, respondents who weren’t satisfied won’t know which answer to choose.
  • Use words rather than numbers – Numbered scales, such as 1-5, can be confusing and result in inaccurate data. Your survey respondents might not know which end of the scale is positive and which is negative. It’s best practice to label your scale options using words.

How to add a Likert scale to your survey

Follow these steps to add a Likert scale question to your survey in Wired Plus:

  1. Navigate to ‘Surveys’ on the navigation bar in your account, click on ‘Surveys’ from the dropdown
  2. Click on the ‘Add Survey’ button to create a new survey
  3. Specify the name of your survey and continue to the next step
  4. From the question types on the right-hand side of the Survey Builder, select ‘Likert Scale’
  5. Enter your question text, and then start building your Likert scale question. You can change the headers, the row text, add new answers, and add new rows.

Customise the design of your Likert scale question

Once you have built your survey, you can move on to the ‘Design’ stage.

If you scroll to the bottom of the panel on the right-hand side, you will see styling options for your Likert scale. 

You can change the colour of the background, the colour of the headers, the colour of the checkboxes, and the colour of the row text.

Analysing the results of your Likert scale

Please note: Reporting on Likert scale survey questions is slightly different to other question types because the data cannot be mapped to a field – you can only view and export the data.

You can view the results of your Likert scale question by clicking on the name of the survey from the ‘Surveys’ page in your account and clicking on the ‘Response/Visit Analysis‘ tab.

You will then see an overview of your question responses.

For the Likert scale responses, you will see the number of respondents who selected each option. The report will plot the most popular and the least popular responses. The green numbers show the options which received the highest number of responses, and the red numbers show the options which received the lowest number of responses.

Please note: You are not able to segment contacts based on Likert scale responses. You will get a better understanding of responses from looking at the overview of question responses.

You can also view the individual responses on the question by clicking on ‘View‘ on the right-hand side of the question.

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