Report customer satisfaction with the right denominator

Two teams supplied satisfaction counts and invitation counts. Combine the results without giving the small team the same influence as the larger response group.

SOURCE DATA
"team","invited","responded","satisfied"
"A","10","5","4"
"B","30","15","6"

RULES
Each response belongs to one invitation and one team; no duplicates exist in this fixture.
Satisfaction rate = satisfied responses ÷ all responses. Response rate = responses ÷ invitations.
Nonresponses are unknown, not dissatisfied. Do not make a causal claim about team performance from these counts.

MY FIGURES
Combined responses: __________
Combined satisfaction (%): __________
Combined response rate (%): __________
Invitations without a response: __________

MY REVIEW NOTE
________________________

METHOD
Team A reports 4/5 = 80% satisfaction; B reports 6/15 = 40%. The two denominators differ.
Combine counts: 10 satisfied out of 20 responses gives 50%. A simple mean of the two percentages would incorrectly give 60%.
Report response coverage separately: 20 responses from 40 invitations gives a 50% response rate.

REFERENCE ANSWERS — try first
Combined responses: 20. 5 + 15 = 20.
Combined satisfaction (%): 50. (4 + 6) / (5 + 15) × 100 = 50.
Combined response rate (%): 50. 20 / 40 × 100 = 50.
Invitations without a response: 20. 40 invitations − 20 responses = 20 unknown outcomes.

An average of group percentages is only valid when weighting matches the intended population. Here, use response counts.

Include the survey window, response count and wording in the review note. Differences can reflect who responded, and the exercise does not resolve nonresponse bias.

Occupational context: O*NET 31.0 Database, USDOL/ETA, Task 5433, occupation 13-1161.00. https://www.onetcenter.org/dl_files/database/db_31_0_csv/task_statements.csv
CC BY 4.0: https://creativecommons.org/licenses/by/4.0/
Original practice material and adaptations by Skill Workbench. USDOL/ETA has not approved, endorsed or tested these additions. O*NET is a trademark of USDOL/ETA.