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Service Quality Scores

The Kiwis Count survey asks New Zealanders to rate services or express opinions using a scale from 1 to 5. To enable comparisons between Kiwis Count and Citizens First to be made, we have adopted the Canadian approach of converting five point rating scales to service quality scores ranging from 0 to 100.

The overall Service Quality Score is calculated by rescaling the result from each respondent's five point scale (1,2,3,4,5) to a 101 point scale (0,25,50,75,100) then calculating an average of these scores from all the services used.

Example: the service quality question

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The overall average uses all service experiences, so a respondent who has used ten services contributes ten observations to the overall score and a respondent who has used one service contributes one observation to the overall score.

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