What is the Likert Scale?
Have you ever had a hospital ask how satisfied you were with your recent visit? What about a department store asking how much you “agree with the following statement”? If so, then you have already had some experience using the Likert scale. This scale is commonly used for measuring the attitudes of your members and to obtain valuable feedback from them.
Why is this important? As credit unions become more competitive, it is critical that you find ways to improve the services for your own members in order to keep them satisfied. With the Likert scale, you can get a better sense of where your credit union falls short in order to give your members exactly what they want. Let’s take a look at how the Likert scale works:
How Does a Likert Scale Work?
The Likert scale is a measurement device that is used to gauge the attitudes or opinions of respondents. The scale is used in surveys and questionnaires where the respondents give answers based from one extreme to another. The following is an example of a Likert item (the question) being used in a survey:
“Overall, I am very satisfied with the customer service during my visit.”
Neither Agree nor Disagree
The Likert scale comes in handy when you would like a good overall measure of the attitude towards a particular product or experience. It may also help you collect important data that provides insight to these opinions or attitudes.
The Benefits of Using the Likert Scale
There is a good reason as to why the Likert scale is one of the most popular forms of measuring attitudes and opinions today. Here are just a few of the reasons why many credit unions use the Likert scale in their surveys:
Provides more data: Compared to a simple “yes” or “no” survey, the Likert scale gives credit unions a better overall picture of that true attitudes or opinions of their members. This helps them zero in on where the credit union is falling short so that they can improve and make their members happier.
Great for sensitive topics: A Likert scale is better than a yes/no survey when it comes to challenging or sensitive subject matter. This is because it allows the respondent to reflect more accurately how they feel towards these topics.
Easy to understand: Because the Likert scale is a universal form of measurement, it makes the data easier to understand and to analyze the data.
Can be used in various forms of communication: The Likert scale can be used in surveys that are sent out via text message, email, or letter in the mail (although, this last method is mostly outdated).
The Likert Scale—Key to Success?
Whether you are gauging the attitudes of your own employees or members who use your products and services, the Likert scale method is a powerful form of measurement. Surveys are key to helping credit unions improve the experience of their members and they should certainly be taking advantage of modern technology to achieve this goal. Contact the CU Wireless team today to find out how you can transform your credit union’s program with real-time surveys!