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Hello,

I was wondering if anyone has created a rubric to measure performance. I have monthly satisfaction scores for sites in different parts of the country and would like to create targets for each level similar to the one below.

Superior 90-100
Elite 80-89
Average 70-79
Unsatisfactory 70 and below

Each month I will look at the rolling three month average to see how each site is performing.
I initially created an Xbar chart to create the targets but I am not sure that is the best way. Does anyone have any suggestions on how to make a reliable rubric?

Thanks,
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Kenita Hall
Consumer Analytics Consultant
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Dear Kenita,

This is an interesting question. First, I know little about this topic, but it seems to me that you need to have some objective idea of what these scores represent and then set your cutpoints accordingly. For example, if you have some measure of repeat business at the sites, some measure of customer loyalty or measures of sales volume over time in relation to these scores, then these would help you set cutpoints. Secondly, when the customers fill in or respond to these satisfaction surveys, there must be some wording of the questions that states what the score means. Third, look in the literature. 

Let's hope that some of the other experts have more to say.

Best wishes,

Nayak





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Nayak Polissar
Principal Statistician
The Mountain-Whisper-Light Statistics
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Kenita,


First, x-bar charts are to measure where the system is at; targets have nothing to do with them.  You can start charting now, if you have the data.

Second, as suggested, find out what various levels of 'performance' mean in the real world.  A numeric score of 94.3 doesn't mean anything, in and of itself.

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Barry DeCicco
Statistician
University of Michigan Health System
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