How can the engagement score be low when the engagement questions have high favorability?
The method for calculating engagement differs from the method for calculating favorability. While favorability examines the responses for each specific question, the engagement score considers the responses across all six questions that form the engagement index.
Engagement scores can be found using the below calculation for each respondent that answered all six of the engagement index questions. If a respondent did not answer one of the questions or marked NA (0), they are removed from the calculation.
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Find the average of the six engagement index questions for each respondent (SUM / 6)
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Take the (Average - 1)/4 to get a percent value from 0 to 100%, this is your index score.
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Use the index score to determine each respondents engagement level.
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Overall engagement % is the percent of respondents that fall into the Engaged/Contributor and Actively Engaged groups.
For more details on calculating your engagement score, review our help article here.
In the engagement calculation, why do you subtract 1 from the average?
When calculating the engagement index percentage, we have to adjust the scale because it starts with 1 instead of 0. Thus, we subtract 1 from the average to account for this scale adjustment. More details can be found here.
Why does the number of respondents for the engagement widget not match the total number of responses in the dashboard or other widgets?
In order to be included in the engagement calculation and appear in any engagement widgets, survey participants must provide responses to all six questions in the engagement index. If a participant skips any of these questions or selects No Answer/NA, their responses will not be considered in the calculation.
How can I export the Engagement Index by demographic widget into excel?
Exporting this widget into excel is not a current function; however, you can utilize the raw data file and demographic breakouts to calculate this information in an excel file. If you do not have access to raw data, you will need to request this permission from the individual who gave you platform access. Here is a quick video on steps to take using raw data to view the engagement index values by a demographic: