Research · Original fictional case
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.
Related work: Market Research Analysts and Marketing Specialists · O*NET task 5433.
Your source data
| team | invited | responded | satisfied |
|---|---|---|---|
| A | 10 | 5 | 4 |
| B | 30 | 15 | 6 |
The 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.
A method you can reuse
- 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.
A common wrong turn
An average of group percentages is only valid when weighting matches the intended population. Here, use response counts.
Use it in a handoff
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.
Check your calculation
Enter numbers without currency or percent symbols. A matching result confirms this exercise’s calculation; keep the method in your review note.
See the worked answer
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.
Source and practice material
Occupational context uses the O*NET® 31.0 Database from the U.S. Department of Labor, Employment and Training Administration, under CC BY 4.0. View the occupation.
Skill Workbench selected and adapted the occupational information and added its own fictional cases, calculations, guidance and worksheets. USDOL/ETA has not approved, endorsed or tested these additions. O*NET® is a trademark of USDOL/ETA.