One of our biggest concerns is making sure your survey responses have a high response rate and have accurate scores to differentiate quality of work. We have tested many different survey formats over the years and the ten point scale we use has the best combination of a high response rate and accurate scoring. We used to have a 3 point system (good, neutral, bad) but that didn’t provide accurate differentiation between excellent and merely adequate customer service. Five point systems we still use on some supporting surveys, however these have a much higher likelihood for
reputation inflation and NPS influence. A 10 point scale is easier for users to differentiate and more accurately tabulates NPS (Net Promoter Scores). NPS is becoming the defacto standard to compare customer satisfaction between organizations so critical to make sure you are measuring it properly. If still unsure about the benefits of a 10 point scale over 5, 3 or 2 point scales please
read this blog on how different scales impact score quality.