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360-degree feedback. 360-degree feedback (also known as multi-rater feedback, multi source feedback, or multi source assessment) is a process through which feedback from an employee's subordinates, peers, colleagues, and supervisor (s), as well as a self-evaluation by the employee themselves is gathered. Such feedback can also include, when ...
Net promoter score (NPS) is a market research metric that is based on a single survey question asking respondents to rate the likelihood that they would recommend a company, product, or a service to a friend or colleague. [1] The NPS is a proprietary instrument developed by Fred Reichheld, who owns the registered NPS trademark in conjunction ...
The American Customer Satisfaction Index (ACSI) is an economic indicator that measures the satisfaction of consumers across the U.S. economy. It is produced by the American Customer Satisfaction Index (ACSI LLC) based in Ann Arbor, Michigan. The ACSI interviews about 350,000 customers annually and asks about their satisfaction with the goods ...
Customer satisfaction is a term frequently used in marketing to evaluate customer experience. It is a measure of how products and services supplied by a company meet or surpass customer expectation. Customer satisfaction is defined as "the number of customers, or percentage of total customers, whose reported experience with a firm, its products ...
"The Flesch–Kincaid" (F–K) reading grade level was developed under contract to the U.S. Navy in 1975 by J. Peter Kincaid and his team. [1] Related U.S. Navy research directed by Kincaid delved into high-tech education (for example, the electronic authoring and delivery of technical information), [2] usefulness of the Flesch–Kincaid readability formula, [3] computer aids for editing tests ...
A Likert scale (/ ˈlɪkərt / LIK-ərt, [1][note 1]) is a psychometric scale named after its inventor, American social psychologist Rensis Likert, [2] which is commonly used in research questionnaires. It is the most widely used approach to scaling responses in survey research, such that the term (or more fully the Likert-type scale) is often ...
The Multifactor Leadership Questionnaire (MLQ) is a psychological inventory consisting of 36 items pertaining to leadership styles and 9 items pertaining to leadership outcomes. [1] The MLQ was constructed by Bruce J. Avolio and Bernard M. Bass with the goal to assess a full range of leadership styles. [2][3] The MLQ is composed of 9 scales ...
Advocacy Index. The Advocacy Index is a customer survey technique developed by VIRTUATel Ltd that is conducted over the telephone. [1] The technique measures customer loyalty using a 3-point scale and is based on the Net Promoter Score (NPS) methodology developed by Fred Reichheld. [2]